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Front and centre regardless of the topic, is how can we best respond to customers and how can we best support our teams. Most businesses are continuing to be impacted by the tight labour market which is having a direct effect on how service is resourced.
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Human error in the workplace costs businesses billions every year, impacts performance and damages brand reputation.
Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.
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