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Understanding Contact Center Analytics Contact center analytics involves the collection and analysis of data related to the center’s operation. Analytics are also called key performance indicators or KPIs. Call duration: The average length of time that a call lasts.
Since the callcenter industry is known for high attrition rates, managers play a key role in retaining strong agents. This requires empathy, which can be helpful when providing constructive feedback and support. Coping with Labor Shortages in the Contact Center. Team management experience. Analytical skills.
But longer than average wait times can also result in a lower FirstCallResolution rate because the experience they have before reaching an operator will dictate how the rest of that customer interaction pans out. Popular related content: 4 Metrics Your CallCenter Needs to Track in 2020.
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