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Rather, it represents the management framework put in place by corporate leadership to monitor and respond to important metrics. Once isolated within the finance department, CPM is now broadly employed in the form of reporting departmental metrics measured against targets. Improve keyperformanceindicators (KPIs).
Near-real-time streaming analytics captures the value of operational data and metrics to provide new insights to create business opportunities. These metrics help agents improve their call handle time and also reallocate agents across organizations to handle pending calls in the queue.
Other challenges include communicating results to non-technical stakeholders, ensuring data security, enabling efficient collaboration between data scientists and data engineers, and determining appropriate keyperformanceindicator (KPI) metrics.
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