How to Deliver An Outstanding Omnichannel Customer Experience
Playvox
APRIL 21, 2023
For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. For example, if your customer service center is still using voice KPI standards to evaluate agents’ performance in chat, you’re probably misjudging it.
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