Myth busters: Unexpected insights on contact centers
McKinsey Talks Operations
Getting the Phone Picked Up Quickly Is Critical
The biggest driver for customer experience is the ability to solve customer issues in the first contact. omni-channel integration becomes a table stake so that you can pass on all that context, all that information which you might have collected through that conversation to an agent. There's no single average speed of answer. Every call type is different and for each call type you might have different average speed of answers targets.
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