Call center experience Customer effort First call resolution Self service 
Fonolo
MAY 16, 2023
Understanding Contact Center Analytics Contact center analytics involves the collection and analysis of data related to the center’s operation. Analytics are also called key performance indicators or KPIs. Call duration: The average length of time that a call lasts.
OctopusTech
MARCH 1, 2023
Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.
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