Agent burnout, Average Handle Time and Big data

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Agent burnout

Average Handle Time

Big data

Call Center Analytics: How to Analyze Call Center Data

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. This personalization increased customer retention by 18%.

Call Center

Call Center Analytics Average Handle Time Big data

What Is Contact Center AI?

Balto

MARCH 29, 2023

Conversation Augmentation As the company’s representative explains the issue to the human agent on the phone, an AI-enabled virtual agent is simultaneously listening to the call and pulling out key terms with Natural Language Processing (NLP) to quickly identify the possible causes of downtime and even propose solutions.

Contact Center

Contact Center Interactive Voice Response Coaching Virtual Agent

Customer Contact Central

Call Center Analytics: How to Analyze Call Center Data

What Is Contact Center AI?

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