In customer service, if you hear the word optimal, its most likely modifying Support Experience. As in, how can we deliver the optimal support experience? Its an ambitious goal but a worthwhile one. To get there, focus not only on making (and keeping) your customers happy, but your agents as well.
In other words, support is the result of a successful connection between the customer and the agent. You simply cant offer optimal, or even decent, support without that.
So, if you want optimal support, you need to focus on your agents and what they need. The best place to start is with a little knowledge and understanding.
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