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Once he hit the right agent (and fast), he was thrilled to learn that FedEx’s systems all calibrated to work together. Read Next] How to stop abandonedcalls from ruining your customer outcomes. FedEx’s IVR prompted him to fill in some personal information, and it asked questions to route him to the right agent.
Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. Predictive Dialing This advanced strategy uses algorithms and historical data to predict agent availability and adjust the number of lines called out per agent accordingly.
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