Audio Podcast: Information
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Many of you operate contact centers with agreed service levels that you work towards. Occasionally these may involve measures that are not 100% within the control of the contact center. For example, if you work towards resolving customer complaints within 48 hours but rely on another department for information, you may not be in complete control. As far as a customer is concerned, in general they do not care about your internal procedures. It is therefore good practice to agree internal service levels between your contact center and your internal departments who need to provide you with support.
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