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Go Deeper: Related Resources to Explore The Definitive Guide to CallCenterWorkforce Management Contact Center Forecasting Guide How to Drive CallCenter Employee Engagement Managing Contact Center Processes: Strategizing for Operational Efficiency With empowered agents in the right place, your contact center will go far.
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain callcenter and agent efficiencies. For synchronous contacts, this includes hold times, transfers, and after-call work. Want to learn more about key callcenter efficiency metrics?
However, if your callcenter agents are overburdened by high call volumes and poor staffing levels, they will be unable to perform successfully. This results in extended averagehandlingtimes , lower resolution rates, and more churn.
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