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IVR to SMS Audit 2023
  • Comprehensive Auditing: Conducted a thorough analysis of the top 10 IVR to SMS offers with high volumes and low acceptance rates.

  • Observation and Analysis: Recorded and analyzed 11 crucial observations, effectively dispositioning them to Triage or Experience teams.

  • Enhancement Identification: Identified potential areas for improvement, contributing to a more refined customer interaction process.

start

2023.03

end

2023.04

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