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From tactical monitoring of contact center activity, including average handle time and email waiting metrics, to more complex key performance indicators, ensure that your software gives you the data you require for informed, real-time control of email customerservice.
While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. According to the same Forrester survey referenced above, online community, virtual agent, mobilecustomerservice, social media and live chat have also increased in usage.
Salesforce has been successful as a mobilecustomerservice application, meeting the increasing demands of businesses and customers. The latest version of live chat benchmark report is based on real world data and with suggestions from customerservice experts. Download Now. appeared first on Comm100.
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