How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help
Pointillist
MARCH 1, 2019
Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). The in-depth context that customer journey analytics provides is a big help in routing inquiries to the right agent.
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