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Quality management concept
Bigstock

“Do more with less.”

This seems to be top management’s mantra these days. Contact centers’ performance is intensively measured, often down to the second, with KPI data such as average handling time (AHT) or first contact resolution (FCR).

With so much data available, the pressure is on to shave seconds off of call lengths and solve more problems the first time around.

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Business executive deals with recession, economic downturn, losing money
Image from Bigstock

For the first two quarters of 2022, we have seen the market contract. This is considered a sign of a recession. To shine some light on what this means for you, we asked our leading executives how their industry reacts to a shifting economy.

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