Influence of the Contact Center Systems Development on Key Performance Indicators

The role played by information and communication technologies in human life is growing the year. During current pandemic, systems have become an essential part of operations many industries around world. This has also brought a dynamic development solutions implemented Contact Center systems, which ensure quick contact with customers. paper presents how pace affects optimization selected Key Performance Indicators (KPIs). It contains detailed analysis successive deployed industry, including IVR, chat, WebRTC, Visual Social Media, MultiChannel, OmniChannel bots, affected KPIs. authors indicators that are critical to customer service, namely Service Level, Cost per Contact, Customer Satisfaction, Average Handle Time, First Call Resolution, Abandon Rate, Waiting Occupancy Rate. presented possible trends discussed this paper, particular broad possibilities employing artificial intelligence. AI methods will soon enable equipping Centers mechanisms for multi-criteria content classification smart emotion recognition behavioral profiling methods, optimize process predicting both inbound outbound traffic.