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A reliable source in managing complex business tasks, here are some of the other factors that make these BPO services worth investing.
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Serving a variety of additional purposes such as spotting the most used keywords and sensitive information redaction, speech analytics software can aid gender identification of the speakers.
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With an ability to conduct phonetics-based in-depth searches, speech analytics software can easily detect speakers’ emotions as well as other call-related metrics like hold time, silent patches, or agents handling the calls.
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These 10 Quick Tips Will Help You Reduce Average Handle Time – AHT
Average Handle Time (AHT) is very accurately defined by this term, as it is the time taken by an agent to handle a call from a customer. This time includes not only the time taken by the agent to talk to the customer (Talk time), but a few other factors of the interaction as well such as updating notes and comments (Wrap Time), hold time, etc.
The average handle time is one of the key metrics tracked and managed for any voice or transaction-based process and usually has an impact on other organizational KPIs like CSAT, productivity and quality.
Read more on tips to reduce average handle time
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Top Contact Center KPIs To Improve Your Customer Experience
In the realm of contact center business, measuring the Key Performance Indicators (KPIs) is extremely important as doing so can help you understand where exactly your business is going and its pace of growth.
There are several KPIs that should be measured and improved to enhance your customer experience.
Read more on some of these top kpis for contact center to improve your overall customer experience
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Speech analytics software is an excellent tool to develop an understanding of your customer satisfaction score, customer churn, service issues, agent performance, and campaign effectiveness. It also affects a number of other factors that play a major role in determining the company’s total return on investment (ROI).
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