How to Leverage Advanced Contact Center Analytics to Unlock Valuable Insights
3CLogic
APRIL 13, 2022
Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. From there, the supervisor can create a Major Case.
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