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Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden

This involves ensuring that your agents are well-trained, motivated, and equipped with the right tools to confidently deliver bad news, expertly de-escalate and control conversations, all with empathy and connection. As a result, the company saw a 20% increase in customer satisfaction and a 10% reduction in call volume.

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A Comprehensive Guide to Customer Interaction Analytics

NobelBiz

Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers. Customer Interaction Analytics is like having a superpower that allows us to listen, understand, and connect with our customers on a whole new level.

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5 KPIs You Can Improve By Integrating Your Contact Center and CRM

NICE inContact

Wait Time: By shortening the Average Handle Time on your interactions, your agents can take the next interaction sooner, shortening the time customers wait to speak to an agent. Plus, if you use your CRM data to identify customers who should be routed to self-service options, their wait time is eliminated entirely.