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Monica Hovsepian

Monica Hovsepian Global Industry Strategist, Financial Services at Opentext

AGENT ENGAGEMENT: THE KEY TO UNLOCKING CUSTOMER SATISFACTION

I recently contacted my bank to inform them that I will be making a large transaction and to put a notice on my profile in order to ensure the transaction was successfully completed. I contacted the bank's Contact Center and it quickly became clear that the agent was experiencing some problems with the request. During our conversation, she had to ...

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