Agent burnout Customer centricity Gamification Metrics 
Playvox
APRIL 27, 2023
Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Remember to keep it focused on key metrics.
Balto
NOVEMBER 2, 2023
A contact center is considered successful if it’s customer-centric. In other words, every action and decision should directly contribute to higher customer satisfaction levels. Efficient processes and workflows contribute to reduced hold times, high first-contact resolution rates, and motivated agents.
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