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This results in enhanced customer experience, reduced abandonmentrates and improved overall customer service quality. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.
The airline faced several challenges and struggled to meet growing customer expectations: Poor service quality Low CSAT scores High call abandonmentrates Our experts performed a root cause analysis of training, QA, and scheduling and identified several improvement opportunities.
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Abandon rate 
195 
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