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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). How to use AI in a Call Center? (6
Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.
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