Call Centers

I am sure that virtually everyone confronted with examples of 'illiterate' organization processes Call Center / Contact Center. Let's look at an example, when a person calls the contact center bank and talks about 'accidentally' locked card operator, who took the call. At the end of the call operator asked to wait and switches the call to his colleague. This is repeated several times At the same person each time having to explain under what circumstances has been blocked card, when, where, etc. Finally, it switches to the staff offices Unfortunately, as a rule, this specialist is no different 'normal' friendly staff at the contact center and not always with him can lead a normal conversation, but again, is the umpteenth time, a person has to explain the situation and describe all the details, but in the end it turns out that the officer accidentally picked up the phone and want a specialist went out to lunch Man you are lucky, if you spend 20-30 minutes of his time, he still will be able to resolve your issue. Below I will try to make some recommendations that will help improve the efficiency of Call Center / Contact Center and get rid of constant switching between operators. On the market today there is a perception that the operator efficiency can be achieved by mode 'single window', ie when all the information on a specific client is displayed on a single screen operator Call Center / Contact Center, and it has no need to switch between different applications.