A seamless experience where customers interact with a brand across multiple channels, such as mobile, web, and social media, with consistent messaging and service throughout their journey.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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