6 Questions to Assess Your Contact Center’s Readiness to Identify Customer-Impacting Issues
Customer Service Life
NOVEMBER 10, 2022
After some investigation, we find that the system wasn’t working as it should. Are your agents empowered and given the time to thoroughly test an issue or are you micromanaging their average handle time (AHT) or after-call work (ACW)? If they don’t understand how the system works in the first place, that’s a training issue.
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