Are you a victim of outdated call center design syndrome? Symptoms include chaotic agent desktops, frustrated agents, miserable first-contact resolution rates, and angry customers calling back again and again.
If you recognize these symptoms, then you're most likely a victim. This article will offer a service-oriented architecture (SOA)-based cure for outdated call center syndrome. A customer perspective of unique new integration capabilities enabled by SOA will illustrate the value of embracing this approach to power new services in the contact center, the enterprise, and between the two.
