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DuarteM7 Member since 2015 24 posts
Knowledge Expert
Posted: 2 years ago
Last activity: 2 years ago
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CSR has to call customer at a specific time

Hi,

Now and then the CSR's are required by the customers to proceed the phone conversation at a later time. This is a very specific time - for instance the customer says "Now I'm busy but please call me at 18:30".

Clearly SLA's are not the best way to ensure that this task is going to happen at the exact time that the customer requested. What would be the best approach for this issue?

Regards,

Duarte

Pega Customer Service
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