Customer friction points – How to identify and tackle them?
NobelBiz
FEBRUARY 18, 2023
For customers, making a phone call is the simplest and quickest way to obtain information or a resolution to a problem. However, from a customer service point of view, the phone call might be inconvenient. If the telephone is the initial point of contact for the client, it might create a set of customer friction points. That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry.
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