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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. Recommended Read: The Complete Guide to Call Center Campaigns: Definition and Types. Interactive Voice Response (IVR). How to use AI in a Call Center?
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. Increased callersatisfaction. It’s liberating.
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