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This reduces waittimes, and streamlines call routing. Automated Ticketing and Routing: Automation can streamline the process of creating and assigning tickets based on customer inquiries, ensuring they reach the right agent with the necessary information.
Interactive voice recognition (IVR) systems empower customers to navigate menus and resolve queries effortlessly, enhancing self-service capabilities and reducing waittimes. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.
Re-evaluating your agents’ location is a good step toward outsourcing some of the workflows. Having a BusinessProcessOutsourcing (BPO) to fill in during peak times or handle some of your lower-tiered calls can relieve stress within your contact center. Not average handling time or other internal metrics.
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