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Response Time and Availability Metrics

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24/7 Reside Chat Efficiency Standards

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Multi-Channel Assist Response Benchmarks

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• Live chat response time: Under 30 seconds for non GamStop sites during peak hours
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Technical Knowledge Requirements

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Issue Decision Frameworks

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Escalation Protocols for Complex Cases

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First-Contact Resolution Targets

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Customer Satisfaction Measurement

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Feedback Collection and Analysis Systems

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• Net Promoter Score (NPS) surveys deployed quarterly at slots not on GamStop
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