POLY HELPS EMPOWER CONTACT CENTER WORKERS

| November 11, 2019

It’s a well-documented trend that the rise of digital channels such as webchat, apps, FAQs, etc., has led to a change in the way contact centers handle interactions. The routine, “easy” interactions are now handled by self-service channels. Deflecting these low-value interactions has enabled contact centers to improve productivity and efficiency. But if easy interactions are handled on self-service, then the calls that reach agents are becoming harder and more complex, and they’re likely to be problems not expected or encountered before. Customers also expect the resolutions or answers to be provided very quickly. If this doesn’t happen, an escalation to another channel happens swiftly. In fact, recent research indicates that over half (55%) of these self-service instances eventually escalate to voice interactions with contact center agents.
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Etstur

A brand of Ets Ersoy Turistik Servisleri A.S., Etstur is a leading travel agency and tour operator in Turkey and the first company that established the chain of Agency – Transportation – Guidance – Accommodation. Besides its wide range of products including cultural tours, international tour packages, cruise operatorship, city hotel bookings, flight ticket sales, car rental, corporate travel services, sales of resorts, Etstur is the only tourism company that operates ship in the field of cruise with Aegean Paradise in 2012, Aegean Odyssey in 2013-2015, Delphin in 2016 and Aegean Queen in 2017.

Spotlight

Etstur

A brand of Ets Ersoy Turistik Servisleri A.S., Etstur is a leading travel agency and tour operator in Turkey and the first company that established the chain of Agency – Transportation – Guidance – Accommodation. Besides its wide range of products including cultural tours, international tour packages, cruise operatorship, city hotel bookings, flight ticket sales, car rental, corporate travel services, sales of resorts, Etstur is the only tourism company that operates ship in the field of cruise with Aegean Paradise in 2012, Aegean Odyssey in 2013-2015, Delphin in 2016 and Aegean Queen in 2017.

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