Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)
CCNG
JANUARY 4, 2023
However, we know that many customer needs (and customer types) still require the personal attention of live agents. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5 A center with 1,000,000 calls per year could save 10% of time spent on calls.
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