Average Handle Time, Revenue potential and Scripts

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Average Handle Time

Revenue potential

Scripts

A Comprehensive Guide to Customer Interaction Analytics

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Recommendations: Advanced systems might even suggest actions, like refining scripts, introducing new training modules, or adjusting staffing levels during specific hours.

Analytics

Analytics Call Center Scripts Contact center software

Call Flow in a Contact Center: All You Need to Know

JustCall

MARCH 10, 2023

Finally, getting desired outcomes and minimizing errors can increase revenue potential while plugging in leakages. As such, it can be a reflection of key performance metrics like CSAT scores, average handle time, average hold times, FCR, net promoter score (NPS), etc., The same goes for call flows.

Call flow

Call flow Contact Center Scripts Interactive Voice Response

Customer Contact Central

A Comprehensive Guide to Customer Interaction Analytics

Call Flow in a Contact Center: All You Need to Know

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