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Proper training : Giving proper training to agents in the beginning is very important as they will learn how to resolve certain issues and have the proper knowledge of the campaign. This will improve campaign performance overall including agents’ servicelevels.
Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance servicelevels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.
In an omnichannel contact center, its crucial to allocate more agents to channels that anticipate higher activity levels, such as chat during peak sales events or phone support after a product release. Make Your Employees Happier Workforce management can have a positive impact on your agents well-being and job satisfaction.
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