Hi, We are currently bringing in Lithium and very much interested in how to measure the benefits Lithium generates. Very interesting to read your article on your activities. What I am very much interested in is how you measured call deflection based on community ("deflect call volume by over 1.6m total calls")? Is there any information you could share here - also in relative terms -> so how much percent of the total call volume does this refer to? Rgds, Ingrid
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