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Old Jun 23, 2022 | 8:56 pm
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markis10
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Originally Posted by Jon Maiman
Providing an immediate resolution for the customer and opening a case for further investigation to determine and correct the root cause are not mutually exclusive.
I wasn’t suggesting they were exclusive, however in my experience where agents are empowered to make changes the causes are rarely fixed, laziness presides. A good balance of both would be nirvana.
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