20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
Callminer
OCTOBER 11, 2018
One way of reducing Agent Redundancy Rate is to use technology to immediately provide customers with information, links, and resources while they are waiting for an email/chat response from a human. Agents who rely on the knowledge base to get answers are able to give more accurate answers to callers. Brian Dooley @Brian_Dooley.
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