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The proper first step therefore involves identifying a clear pain point or efficiency gap within the customerengagement journey. Alternatively, dissect averagehandletime for your agents’ phone conversations. As an example, evaluate abandonment within your web self-service channels.
Promptness and efficient call handling are key to satisfying customer expectations, while excellent communication skills ensure clear and concise information delivery, minimizing frustration and increasing customerconfidence. This iterative approach helps in fine-tuning strategies for better results.
MaestroQA also offers a logic/keyword-based rules engine for classifying customer interactions based on other factors such as timing or process steps including metrics like AverageHandleTime (AHT), compliance or process checks, and SLA adherence.
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