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Analytics are also called key performance indicators or KPIs. They measure things like call volume, call duration, firstcallresolution, agent productivity, customer satisfaction, and more. Call duration: The average length of time that a call lasts.
This requires moving beyond outdated metrics like call volume or average handle time and focusing on what really mattersfirst callresolution, customer satisfaction, and long-term trust. Ensures no customer feels ignored, improving overall call center performance. What to Do Instead: Balance speed with quality.
Call routing is the process of connecting a caller to the most appropriate agent during an inbound call, and it’s a crucial component of your call center performance. Enhanced call center agent productivity Your initial callresolution rate improves when you move calls based on agent expertise.
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