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Average Handle Time First call resolution Wait times Scripts Morale Analytics Contact Center Personalization Benchmark Customer Service More Related Topics >
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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. Analyzing these metrics helps contact centers identify bottlenecks and areas for improvement. This optimization leads to enhanced operational efficiency and reduced costs.

Contact Center 195
Contact Center Analytics CCNG Average Handle Time 195
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Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Healthcare Insurance, 35.6% Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5 We also know that customer satisfaction and agent satis­faction show signs of level­ing off.

Customer Experience 195
Customer Experience Contact Center CCNG Self service 195
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