Download Search or Decision Tree White Paper

“Should I use search or decision trees?” is a question we’re often asked by call center clients when they’re working out how best to help agents improve first time call response.  Choosing between the two, they find, isn’t always straightforward (not made easier when sales staff only offering one or the other product).

When asked, we generally say “yes you should”, then quickly add: “both approaches have their merits.  Usually search is good, often decision trees are better – and sometimes best of all is to deploy both together”.

“OK, but what should I do now – what is the best approach, and how do I make it work for me?”  We do have a view on these questions – and that is the subject of this White Paper.

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