“We got calls in Queue!” How Call Center Agents “should” respond to longer wait times…a Case Study in Call Center Analytics

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“We got calls in Queue!” How Call Center Agents “should” respond to longer wait times…a Case Study in Call Center Analytics

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Using the right Call Center Analytic tools can result in Business Intelligence to help enhance customer centricity by delivering key insights for call center agent coaching, call monitoring and training priorities in your call center.

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About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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