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When a chatbot conversation is escalated to a human agent, useful contextual information, such as chat history, language the customer used, and the content that customer has already seen, goes with it. From there, the agent can more efficiently resolve the issue. For turnover control.
You need to consider whether you have realestate to spare for the contact center. Reduction in AgentBurnout In the end, all the work at a contact center is repetitive. After some time, your agents would become fed up with the routine and begin to quit.
How to Battle Contact Center AgentBurnout. Remote and hybrid jobs are attracting 7 times more applicants than in-person roles. Retrieved February 7, 2023, from [link] Toister, J. Toister Performance Solutions. Retrieved February 7, 2023, from [link] Wigert, B. 2022, March 15).
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