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Contact center agents are trained to be courteous, but using a pleasant voice means little to an angry mother when an order with guaranteed delivery doesn’t arrive in time for her daughter’s birthday. In such cases, consumers usually join other dissatisfied customers in closing their accounts.
Concerned by the spike in attrition, the VP of Operations asks the contact center director if she knows what might be causing the increase in account closures. After sifting through call....
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