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Join our Webinar: Transforming the Contact Center with Artificial Intelligence

Cisco - Contact Center

Companies are now trying to get the tools and technology in place to be able to provide exceptional and seamless digital experiences to their customers, to avoid problems such as long hold times, abandoned calls, and customer churn. Be sure to also check out these resources: View the Cisco and Google Cloud solution video.

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4 Ways to Measure & Improve Call Center Productivity

aircall

How to calculate it: (Number of abandoned calls divided by the total number of incoming calls) multiplied by 100. The CSAT score comes from customers via a rating scale (from 1-5) sent with a survey after a call with an agent. A high CSAT basically means your agents are doing a good job delivering solutions.