Effectiveness of customer contact center agents is commonly based on metrics such as AHT(Average Handle Time), CSAT (Customer Satisfaction), CPC (Cost per Contact) etc. Established vendors in the contact center space have traditionally focused on these metrics from a long time. Several such vendors solve performance questions through sampling large and segregated data sets ignoring the big data approach, making a contact center more tactical to the company rather than strategic.
Increase Contact Center Effectiveness with Big Data Analytics Print
Modified on: Tue, 9 Feb, 2021 at 6:56 PM
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