Call Analytics involves the collection and analysis of data from phone calls, such as call duration, customer sentiment, and resolution rates, to improve call center performance and customer service strategies.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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