Talking to a customer service agent over the phone isn’t a favorite activity for many, as it usually revolves around some sort of complaint or service issue. However, such experiences are much more pleasant when the agent on the other end of the line sounds cheerful and happy. Happy agents beget happy customers, who call much less frequently than their irritated counterparts, and have fewer complaints when they do call.

Dealing with large numbers of calls is the contact center’s raison d’etre, but simply having the technology in place isn’t enough. To ensure maximum productivity, you need to make it work for your business.