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In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Here are five ways bigdata can be used to improve the customer experience. Identify the metrics that need improvement in the contact center.
Cloud call-back solutions like Fonolo have been around for several years, but many call centers are still unsure if it’s the right fit for their business. Tip: If your contact center cares about the customer experience, wants to reduce abandonrates, and decrease telco costs, then a cloud call-back solution is a must-have solution for 2017.
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