2 Best Practices to Build Contact Center Infrastructure​

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Here are 2 best practices to follow when building contact center infrastructure.

1. Make your lines editable

You need to turn your infrastructure components into editable and query-able software, be it:

  • telephony,
  • telecoms interconnection,
  • the line to the agent,
  • the 2nd line an agent opens to transfer the call, etc.

2. Constantly monitor the quality of service

I don’t mean setting up a test component and doing the testing but doing it in a way that you’re constantly getting the metrics.

It’s a pity that most modern contact centers fail to:

  • turn their components into software all the way down,
  • find a way to measure and manage service quality.