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It is the percentage of customer questions that could/should be handled in self-service by the customer. The best way for a company to improve upon this metric is to teach the customer how to access their self-service pages, such as checking their own order status.
In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high callersatisfaction. Understand Your Customers’ Expectations.
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. Most AI-enabled call center solutions come with advanced analytics tools that let businesses understand how effective each agent is at handling calls.
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