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How to use Personal Connection™ for Proactive Customer Service

Overview

The Contact Center Load Manager at Academic Partnerships uses inContact’s Personal Connection™ platform to increase contact rates. Call center productivity has improved because all work is blended automatically, moving outbound agents to inbound queues, and calls are routed to the agents with the necessary skills to handle them. Mitchell International’s Vice President of Enterprise Business Technology, explains how their company empowers business users to quickly set up outbound dialing campaigns. With Personal Connection™, agents can make multiple predictive calls with no awkward “pause,” which dramatically improves list completion.

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