7 Strategies to Upgrade Call-Center Performance, Part 2 of 2

(For part 1, and strategies one through four, click here.)

5. Phone-aided Web collaboration. This tactic, browsing the Web while speaking to customers on the phone simultaneously, enables call-center reps to help customers complete online transactions such as form filling and online shopping. At the same time, it trains reps on how to use Web self-service for informational, transactional and diagnostic queries in the future, the whitepaper says.