ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS
CCNG
SEPTEMBER 27, 2023
The drive toward self-service is a reality and with good reason, as customers want self-service. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. This can add another 30 to 45 seconds to the call.
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