The Contact Center Playbook: A Practitioner’s Guide

Optimizing a contact center team means making
regular changes to processes based on learnings and new business needs. If you’re using a contact center platform that’s hard to make changes to, or one that requires extensive IT support to make those changes, optimization will be slow and painful. This was the case at ShipEx before we made the
switch to Dialpad. The system we came from before was super complex. Any time we wanted to make a change, we had to wait a day or two for the request to go through. With Dialpad, changes big and small are easy and immediate. From onboarding new agents to setting up additional phone numbers to integrating new third-party tools and beyond, everything can be done with the click of a mouse or tap of your finger. No IT experience required (which is great for my team).

To learn more about Contact Center please download this whitepaper.