Call center experience call center workforce Personalization Wait times 
Horizon CX
APRIL 3, 2023
Instead, customers are greeted by robots or automated messages before getting directed to a real person. And if that front-end automated experience isn’t handled effectively and frustrates the caller, they are more than apt to bite the head of the first real person they connect with.
NobelBiz
OCTOBER 17, 2023
Moreover, they are unable to access the company’s internal knowledge base effectively, delaying response times. Customer Experience For call centers, striking the right balance between leveraging automation for efficiency and ensuring personalized customer service becomes pivotal.
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