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Since the emergence of multi-channel self-service, there is a growing disconnect between the typical strategy employed in telephone self-service design and what many customers actually need. This blog details the results of a survey that Nuance commissioned to uncover customer channel preferences for...
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We recently received the following question through our "Ask The Experts" form: The issue around queue wait times continues to be a pressing issue for many companies within your industry. Although there is no "World Class Standard" to define the optimal wait time for a customer in...
