Big data, First call resolution, Service level and Wait times

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. One important role a business analyst can fulfill at a call center is to review customer service satisfaction rates and measure them against team performances…”.

Call Center

Call Center Analytics First call resolution Metrics

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Call Centers Will Change in 2020. There are five significant reasons why call centers will deploy call-back technology this year: Improving First Call Resolution (FCR).

Contact Center

Contact Center Gamification Call Center Average Handle Time

Customer Contact Central

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations

Contact Center Trends 2021: The CX Watershed

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