Remove Agent burnout Remove First call resolution Remove Healthcare
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IVR vs Live Agent: What is the Best Solution for Your Business?

NobelBiz

Pros vs. Cons of Live Agents: An Overview Pros of Live Agents Cons of Live Agents Ability to Handle Complex Issues Unlike IVR, agents can adapt responses in real time based on the conversation. If call volumes surge, businesses must hire more agents, which takes time.

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Call Center Analytics: How to Analyze Call Center Data

Balto

Call center analytics involves the systematic collection, processing, and interpretation of data generated within a contact center. But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and big data to provide deeper insights.