Contact Resolution and Agent Empowerment will Increase Customer Loyalty
NICE inContact
OCTOBER 3, 2017
Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. While self-service, chat and email may work well for resolving simple issues, more complicated issues may be best addressed via voice channel.
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