ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS
CCNG
SEPTEMBER 27, 2023
The drive toward self-service is a reality and with good reason, as customers want self-service. 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. This can add another 30 to 45 seconds to the call. All this costs more money.
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