Remove Big data Remove Call center experience Remove Enterprise Remove Metrics
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Contact Center Trends 2021: The CX Watershed

Fonolo

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. FCR is the Most Important Metric. The Value of Metrics.

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Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026.