What is gain in SAP CRM-CCI - SAP Contact Center?

SAP Term: gain

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: In Outbound campaigns the percentage of successful results of made calls. Can be calculated using all, handled, or reached customer contacts either per campaign or per agent.

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• Key Concepts: 
  Gain is a term used in the SAP Contact Center Infrastructure (CRM-CCI) to refer to the increase in efficiency that is achieved when customer service agents are able to quickly and accurately answer customer inquiries. It is measured by the amount of time saved in responding to customer inquiries, as well as the accuracy of the responses. 
  
  How to use it: 
  Gain can be used to measure the effectiveness of customer service agents and their ability to quickly and accurately respond to customer inquiries. It can also be used to identify areas where customer service agents need additional training or support. 
  
  Tips & Tricks: 
  To maximize gain, customer service agents should be trained on the most up-to-date information about the product or service they are providing. Additionally, they should be given access to resources such as FAQs and other reference materials that can help them quickly and accurately answer customer inquiries. 
  
  Related Information: 
  Gain is closely related to customer satisfaction, as customers are more likely to be satisfied with their experience when their inquiries are answered quickly and accurately. Additionally, gain is related to customer retention, as customers who have a positive experience with a company are more likely to remain loyal customers.