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Aligning VoC insights with callcenter KPIs (First Call Resolution, CSAT) Analyzing your VoC customer service success includes targeting specific key performance indicators. How long does it take, for example, for agents to handle a call (AHT), answer a call (ASA)? What abandonmentrates (ABA) should you aim for?
Cloud call-back solutions like Fonolo have been around for several years, but many callcenters are still unsure if it’s the right fit for their business. This year, contact centers will see an increase in the number of implementations for performance management solutions. Measure Your Performance, and You’ll Go Far.
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