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2min chapter
Ashu Roy - CEO of eGain Corporation
Knowledge Cast by Enterprise Knowledge
The Importance of Empathetic Engagement in Customer Engagement
"It's not just about the handle time of a conversation. That is important, but it's also about how often you give them the right answer," he says. "When the answers are confident, when the answers are correct, and the business feels comfortable that they can empower the frontline staff"
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