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Whitepaper

The Value of Real-Time Collaboration and Analytics to Drive Proactive Customer Service

This whitepaper by J Arnold & Associates explores how new approaches to agent training and coaching can enhance contact center performance. Download this paper to discover integrated solutions that facilitate real-time web collaboration between experts and agents during customer interactions. Learn how live coaching triggered by real-time analytics can be used to prompt experts to intervene proactively, thereby improving FCR, AHT, NPS and other key metrics.

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