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Call Centers Suffer From Big Data Overload

CIO — Corporate call centers have always been metrics-centered enterprises. And today, they are collecting more data about customer interactions than ever before. The problem is they don’t seem to know what to do with it.

Nearly half of contact centers (48 percent) consistently collect and report on metrics they don’t use, according to a survey conducted by the International Customer Management Institute (ICMI) and sponsored by White Pages.

The five most collected metrics were average handle time (79 percent), abandonment rate (75 percent), average speed of answer (72 percent), after call work (63 percent) and quality (61 percent).

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