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Analytics

Average Handle Time

CCNG

The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

CCNG

AUGUST 23, 2023

With the advent of data analytics, these centers are not just handling customer inquiries; they are also becoming a goldmine of information that can revolutionize decision-making processes and enhance overall performance. The Impact of Data Analytics in Contact Centers: 1. Considerations When Implementing Data Analytics: 1.

Contact Center

Contact Center Analytics CCNG Average Handle Time

The Essential Guide to WFM – Key Features to Look For

CCNG

MAY 30, 2024

If your platform produces amazing forecasts but no aligned schedules, then you likely have a data analytics platform and not a WFM platform. Various Shrinkage Categories Volume and handle time will get you to a base workload, but your platform needs to account for occupancy and shrinkage to get a true understanding of needed FTEs.

Abandon rate

Abandon rate CCNG Average Handle Time Contact Center

The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

The Essential Guide to WFM – Key Features to Look For

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