Ventana Research Analyst Perspectives

Cisco Finesses Agents with Real Time Support Using Nexidia

Posted by Richard Snow on Dec 29, 2010 2:24:55 PM

Contact centers face a number of challenges beyond simply answering customer calls. Among them are improving  customer satisfaction, increasing the number of calls resolved at the first attempt and ensuring agents comply with  regulations. But chief among these, my research into contact center analytics shows, is the mandate to reduce the average length of time it takes to complete calls.

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Topics: Customer Experience Management, Cisco Systems, Nexidia, Operational Performance, Customer & Contact Center, Call Center, Contact Center, CRM