|
|
|
|
|
|
by iamleppert
1388 days ago
|
|
|
For analytics, reducing load on call centers by servicing common requests via IVR, call routing, improving call readiness times —- it takes time to find/lookup accounts. The most critical metric for customer service focused call centers is first call resolution. Customers who call in for the same issue or department on the same day are tracked via the IVR and those metrics are used to decide what the IVR should actually do. |
|
|