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Old 01-20-2004, 12:23 PM
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Join Date: Mar 2003
Location: chicago
Posts: 0
Softphone
Later this year we are implementing softphone to our agents.

Does anyone have any stats on various metrics that may have been affected with softphone installation?

AHT
ASA

How long did agaent training take and were they receptive?

Did service levels increase initially, then decrease?

Any input would be helpful

Thanks!
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