ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS
CCNG
SEPTEMBER 27, 2023
The frustrated customer hangs up and may even try a different channel, but when there is no resolution or they get a wrong answer from the chat agent, they pick up the phone and try calling in again. This can add another 30 to 45 seconds to the call. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there.
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