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Cisco Finesses Agents with Real Time Support Using Nexidia
By: Richard Snow, VP & Research Director
Ventana Research
Dec. 29, 2010
http://www.ventanaresearch.com/blog/commentblog.aspx?id=4092
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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