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Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive callcenterexperience that meets customerexpectations. The best way to get started is by tracking and monitoring callcenter metrics.
Customer support has taken on new importance as customer interactions have moved away from physical stores to a digital marketplace. Customersexpect the same level of service as in person, so it is crucial to measure your callcenter’s overall performance as well as your individual agents.
One of the most crucial touchpoints in their journey is the callcenter. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. Therefore, a positive callcenterexperience is essential for business growth.
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