Do you know why your contact center dead air is increasing? What are you doing wrong?
Sponsored by Observe.AI
Dead Air is that period during a customer interaction when the customer and the agent are both radio silent. The reasons behind this could extend to lack of agent knowledge, outdated information on the internal database, or slow search software, or other factors. Borrowed from the Radio and Television broadcasting industry, dead air is a commonly used term in BPOs and contact centers today. While dead air might be perceived merely as an annoyance to customers, it has severe implications on key contact center metrics. Here, we cover everything about dead air— the causes, implications, and methods on how to reduce or avoid it. Download now to learn more!