And That's Good for Business
Customers are more and more frustrated with the level of service they experience these days, due to long hold times, repeating issues multiple times to different agents, and having to contact a company over and over for the same reason.
Historically, customer support departments have used a “Tiered” or “Level” model of support with an average of 3-5 levels. These tiers are based on both the level of complexity and the skill level of the agent.
Unfortunately this structure is very limiting (and frustrating) for both the support agent AND the customer.
What You Will Learn:
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