Hype or Reality? Importance of Customer Service as a Key Differentiator
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DECEMBER 3, 2018
On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general.
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