A call center agents performance can be the most significant driver for customer relationship management, and a satisfying customer journey, but it can also be the biggest deterrent. So it's vital to utilize contact center analytics to monitor agent performance in real-time.
Data driven advanced performance analytics software takes many of the variables out of creating the best customer/agent relationship experience. By using a combination of the above types of analytics, businesses can determine which languages and behaviors are helping contact center agents reach their target goals and key performance indicators (KPIs). This in turn helps businesses reduce Average Handle Time (AHT), increase First Contact Resolution and reduce costs of operating call centers. First Call Resolution (FCR) is an important factor for any company, in retaining customer loyalty and measuring agent productivity.