What Is A Warm Transfer?
In a contact center, a warm transfer refers to when an agent transfers a call to another employee but passes on the customer information first, so the customer does not have to repeat their story.
Benefits of A Warm Transfer
Contact and call centers conduct warm transfers to:
Improve the customer experience by not requiring customers to repeat their info
Make transfers easier and smoother
Ensure the employee receiving the transferred call has the expertise needed to resolve the issue
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