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Explore the top inbound KPI metrics you should monitor to improve your operational efficiency. Importance of Inbound KPI Metrics. Without KPI metric monitoring, you may not even know which areas of your operations need improvement. Monitoring metrics is the first step in improving your operations. Abandonment Rate.
They are able to assess factors like average talk time, average hold time, and callersatisfaction level among others to figure out which agent needs more training and guidance. Then you can use software powered by AI to analyze those metrics. Interactive Voice Response (IVR). Boost their productivity and performance.
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