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Town Hall Highlights: Updates from Broad River's CX Leaders Wes Dudley & Anita Harris
Welcome back to the 3rd Quarter Behind-the-Scenes Town Hall series from Stories from the River. In today's episode, Charlie welcomes back Wes Dudley, Vice President of Customer Experience and Anita Harris, Director of Customer Experience, to discuss the recent 3rd quarter town hall (that was held on Friday, September 27th) and some exciting updates from the Customer Experience department. Wes shared impressive statistics and KPIs related to the department's performance, such as handling around 5,000 contacts per week with an average answer time of 15 seconds and maintaining a 98% quality…
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