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It only takes one bad experience with a brand for a person to look elsewhere. For some businesses, escalation can happen immediately in a customer service interaction. For example, an agent who takes a call might recognize they need more expertise or resources to answer questions. If they transfer the request to another team equipped to meet the customer's needs, that's functional escalation. Conversion rate is the percentage of website visitors who take a desired action out of the total number of visitors to a website. Brookdaleliving.com, a website
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