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If the issue was due to our error, the agent would always process a credit. However, the Delegation of Authority (DOA) as defined by finance provided our agents ZERO authority to process these transactions. This empowerment made for happier agents, supervisors and, most importantly, customers.
Agent Desktops : Having a user-friendly desktop for agents so that they can efficiently have everything they need in one area is a great way to have a healthy AHT, and most importantly they can assist the customers efficiently and effectively. In return, the customer experience will improve and the agent frustration will be reduced.
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