ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS
CCNG
SEPTEMBER 27, 2023
When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. Meanwhile, the time of handling that call is increasing, which impacts staffing levels, meaning more people must wait for an agent. This can add another 30 to 45 seconds to the call.
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