Agent burnout Average Handle Time Data Quality management 
CSM Magazine
OCTOBER 10, 2023
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?
Playvox
APRIL 4, 2023
From a contact center leader’s perspective, you can protect agents’ emotional and mental well-being in these situations by using your customer sentiment analysis solution to monitor for language common to customers with high emotional demands.
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Talkdesk
JULY 16, 2019
In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.
Playvox
DECEMBER 13, 2022
Once you’ve run the gamut of possibilities and you still come up empty-handed, it’s time to review agent data to determine if agent behavior caused the unexpected spike in volume. Many times, this extra step is overlooked due to the amount of research it takes. Why an Agent Might Be Avoiding Interactions.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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