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[White Paper] Frost & Sullivan: The Analytics-Driven Contact Center

Aspect

Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . Here are just a few examples: . Run more accurate staffing forecasts that put the right agents in the right place at the right time to effectively manage customer traffic . Here are a few ways: .

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How to Reduce Returns: 8 Tried & True Tactics

TechSee

An example is a homeowner who purchases a portable air-conditioner when their central air stops working and returns it once the system is repaired. The industry average fee for restocking consumer electronics items is 15%, but Amazon allows 20% to be withheld in restocking fees. Use of Analytics. firmware, or. components.

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How to Boost Call Center Forecasting Accuracy

Monet Software

This enables managers to view workforce metrics over time to guide their scheduling efforts. With a high-performance WFM system, call center managers can track average handle times, shrinkage, and other call center metrics throughout the year. Look at average handle times, including when and why they increased. .

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20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Callminer

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. As well, a specific focus on compressing Average Handle Times (AHT) allows organizations to maximize their limited capacity.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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A 5-Step Checklist for Mastering Enterprise AI

CSM Magazine

Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general? For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”.

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Contact Center Customer Experience Best Practices

Callminer

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots. Closely Monitor the Performance of Your Processes and Technologies.