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Customer contact centers have to regularly and proactively evaluate and adapt their customer handling processes to support the business vision of their clients and to maintain a competitive differentiating edge. This work presents the contact collector tool developed at IBM that allows the contact center supervisors to record and analyze the behavior of various agent customer handling processes. The...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.