How do you know if your contact center is doing what it is supposed to do? Seems straightforward: Look at the dashboard and determine what’s happening in the queue, the agent pool and the self-service containment rate. It’s been a very stable operating environment—until recently. For decades, contact center metrics were built on that stability. Centers existed to handle large volumes of inbound...
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Topics: Contact Center, agent management, Customer Experience Management, Intelligent Self-Service, Customers and CX - Business & Technologies, CSAT, AHT, Handle Time, Queue, Hold Time, FCR
