Agent burnout Analytics First call resolution Time management 
aircall
DECEMBER 28, 2020
Be careful not to overlook one of the most important components of setting up a distributed workforce— call center software with analytics. A cloud-based phone system that offers analytics gives you greater visibility on how your teams are doing. 1) Analytics. Support agent burnout. Abandoned calls.
Noble Systems
OCTOBER 21, 2020
Once a caller’s issue is identified, the ACD picks the agent that is the most suitable match. Proficiency levels can help choose between similarly skilled agents. Time-based Routing: This option can be used in conjunction with any of the above. Here is a high-level view of how an ACD can benefit your call center.
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