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With multi-level IVR, they were engaged/warmed on auto. They are able to assess factors like average talk time, average hold time, and callersatisfaction level among others to figure out which agent needs more training and guidance. InteractiveVoiceResponse (IVR). Help customers help themselves.
Let’s start with a definition of Customer Experience. I really like the definition from Mike Wittenstein , managing Partner of Story Miners® : “Customer Experience is the sum of everything your brand does FOR customers minus everything your business processes does TO them. And that’s okay – maybe you aren’t ready.
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