CCNG, First call resolution and Personalization

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CCNG

First call resolution

Personalization

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. Personalized Customer Experiences: With data analytics, contact centers can segment customers based on their preferences and behaviors.

Contact Center

Contact Center Analytics CCNG Average Handle Time

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

The frustrated customer hangs up and may even try a different channel, but when there is no resolution or they get a wrong answer from the chat agent, they pick up the phone and try calling in again. When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them.

Management

Management Average Handle Time Self service First call resolution

Customer Contact Central

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

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

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