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Not only do reps feel like the time they spend helping customers with specific issues is more valuable, they also see their role for what it really is — an extremely important component of customer experience and added brandvalue. Hold times reduce. Let’s start with a Customer EffortScore (CES) survey.
Providing this information to the customer service representatives accelerates their averagehandletime while improving the customer experience. However, when reporting the NPS impact of your Generative AI investments, be sure to note the brandvalue inherent in the NPS metric.
Providing this information to the customer service representatives accelerates their averagehandletime while improving the customer experience. However, when reporting the NPS impact of your Generative AI investments, be sure to note the brandvalue inherent in the NPS metric.
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