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“Traditionally, call centers have supplied their agents with scripts to work from and many companies still use this procedure. Callers are put on hold while the agent asks around for a solution. This has a negative effect on callersatisfaction and ultimately on the company itself.
By improving customer satisfaction and loyalty, you’ll boost customer retention rate, as well as increase the amount of new business that comes from referrals. Recommended Read: 11 BestPractices For Superior Customer Support. AI-Enabled Features To Look For In Call Center Software. Interactive Voice Response (IVR).
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