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While benchmarks like Average Handling Time (AHT), First Call Resolution (FCR), and other Service Level Agreements (SLAs) have been integral, the current era demands a recalibration. Metrics now need to go beyond merely gauging efficiency; they must directly contribute to strategic business objectives.
Managed as products, these data assets come with defined servicecontracts, repeatable delivery methods and a clear value proposition. Figure 2: The data product lifecycle The banking industry, for example, faces the following challenges: Competition from agile and innovative financial technology and challenger banks.
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