20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
Callminer
OCTOBER 11, 2018
In fact, many customers prefer self-service over waiting on a call or email for basic inquiries – they just don’t know how to do it. Educating on self-service results in a better customer experience. Agents who rely on the knowledge base to get answers are able to give more accurate answers to callers.
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