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Work in a contact center than supports a financial services organization? This is the space for you to ask questions, share unique challenges, and offer up advice.

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kelli.olsick
kelli.olsick
Posts: 1


8/3/2017
kelli.olsick
kelli.olsick
Posts: 1
what is your process when your agents need help or have an escalated call? Does that fall to their manager or a team lead or do you have an internal help desk queue that is used to answer policy/procedure questions and take escalated calls? If you use the former, what is the back-up if the manager is off or not available?
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