Average Handle Time, CCNG, First call resolution and Wait times

The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

CCNG

AUGUST 23, 2023

Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content.

Contact Center

Contact Center Analytics CCNG Average Handle Time

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

JULY 27, 2022

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. In the past, call centers primarily interacted with customers by telephone to resolve inquiries quickly and at the lowest cost. However, metrics have changed along with the industry.

Call Center

Call Center Metrics At home agents Average Handle Time

Customer Contact Central

The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

Call Center Metrics and KPIs to Measure Performance and Productivity

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