You might have the friendliest contact center on the planet, but odds are good that when a customer calls twice in a row, it’s not because they’re looking to shoot the breeze or catch up with their favorite agent.

Repeat callers are typically frustrated callers. And the reality is, they’re a massive drain on a contact center’s time, resources, and capital. I mean, they might even be inflating your call metrics to a point that you don’t even know how many unique callers you’re actually getting. We'll dig into the specifics of battling this runaway train.

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