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However, if your call center agents are overburdened by high call volumes and poor staffing levels, they will be unable to perform successfully. This results in extended averagehandlingtimes , lower resolution rates, and more churn.
By leveraging AI in call center quality management, businesses can monitor and improve key performance indicators (KPIs) such as: FirstCallResolution (FCR) ensuring issues are resolved on the firstcall. AverageHandlingTime (AHT) optimizing the time spent on each call.
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