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IT Service Management
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By Use Case
Improve your call center performance with better collaboration between agents
When customer calls are transferred to multiple call center agents, the customer is asked to repeat the reason why they called. To provide better customer experience, the warm transfer lets your call center agents provide enough context about the customer issue to other agents before transferring the customer call.
This ensures your agents talking to the same customer know why the customer called in the first place.
When transferring customer calls to other agents using warm transfer, the agent and the customer both benefit thanks to the higher quality of conversation
Instead of asking the customer issue over and over again, when calls are transferred using warm transfer, agents can directly get to the customer pain point. Customers are made aware their issue is taken seriously.
Agents know who to transfer the call to and can provide the new agent with enough information about what the customer is looking for. This shows the customer that all your call center agents are in sync.
Improve first call resolution by answering the customer issue on the spot. You also ensure that your business is providing a great customer experience at the same time.
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