The modern customer spends 17 hours on screens a day, turning to social streams for advice and the web for answers. They order and return products online—often, without human interaction.
In fact, 68% prefer self-service for simple support. But when they do want to talk to a person, 59% expect to connect easily to an agent who already has the answer.
How do you train agents to be everywhere and everything whenever customers need them? With these tips.
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