A Script is Not Enough for Stellar Customer Service
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As self-service tools become more effective and accepted by customers, queries reaching agents are becoming more sophisticated. The implications for agent empowerment and training, knowledgebase enhancement, and escalation beyond the center cannot be ignored.
To help you progress your own considerations of this phenomenon, Plantronics will reveal new and telling research outlining how UK-based call center managements see their current and future situations.
Presenters:
Neil Hooper
Senior Manager, Contact Center Marketing
Plantronics
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