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.” – Blake Morgan, Digital Transformation For B2B Customer Experiences , Forbes; Twitter: @BlakeMichelleM. Companies that still aren’t investing heavily in analytics by 2020 probably won’t be in business in 2021. And when a customer wants to talk to an agent, the hand-off is easy. Analytics are the Competitive Advantage.
Also driving this trend is real-time analytics. For example, agents should have real-time access to their averagehandlingtime and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.
Also driving this trend is real-time analytics. For example, agents should have real-time access to their averagehandlingtime and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.
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