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The Pre-Agent Experience: Enabling Successful Customer and Agent Interactions

As customer experiences continue to evolve, becoming more frictionless and intuitive, customer expectations rise to new heights. This shift has made every touchpoint critical and forced contact center executives to scrutinize their customer experience. One aspect of the customer experience often pushed aside is the pre-agent touchpoint, when customers are usually greeted with lengthy menus and complex call trees.

In this webinar, Avtex experts will discuss how you can adjust the pre-agent customer experience so that it’s truly welcoming. Learn how revamping this one touchpoint can improve customer sentiment and provide positive downstream effects.

Don’t miss this discussion as we highlight:

  • Using better design practices to alleviate IVR frustrations
  • Leverage data from the pre-agent experience to create a seamless and enjoyable experience for both the customer and the agent
  • Improving your top KPIs by harnessing key technologies most organizations have readily available

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