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How Does Collections Analytics Improve Agent Performance?

Company

The Team at CallMiner

June 11, 2016

contact center manager speaking to agent
contact center manager speaking to agent

Think, for a moment, about the last time you had an exceptional experience as a customer.  What stood out to you?  What do you remember the most?

Chances are more than likely that your noteworthy experience came as a result of the customer service agent behind the interaction.  Due to their position on the front lines of customer interaction, agents are often directly responsible for making – or breaking – a customer relationship.

But what can you do to ensure that your contact center agents are providing the types of experiences customers are looking to have?

Here’s a look at a few of the ways contact analytics can help improve agent performance and lead to a better customer experience.

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Customer Experience Contact Center Operations Collections Industry North America EMEA APAC