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Step 4: Define Interaction Structure  Outline the structure of a successful interaction by defining the elements in a call. All calls will, at minimum, have three phases: a greeting, the problem-solving or request-handling step, and a closure. Within that structure, define the behaviors, or elements, that create desired outcomes with customers. Create a flow diagram of a typical interaction.  Recent survey shows that there is very little correlation between call quality monitoring ratings and first call resolution (FCR) and customer satisfaction (Csat) ratings.

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