Agent Empowerment Course Self service Service level 
Talkdesk
MARCH 2, 2018
To what extent should service levels and response rates mirror those in the conventional voice channel? Agent performance and CSAT suffer when a customer fails self service, calls the contact center and the agent has no idea who they are or the nature of their problem,” said Gadi.
Callminer
AUGUST 1, 2017
Proper training : Giving proper training to agents in the beginning is very important as they will learn how to resolve certain issues and have the proper knowledge of the campaign. This will improve campaign performance overall including agents’ service levels. Information accessibility.
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