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Agent burnout Employee engagement Scripts Quality management Self service Analytics Metrics Surveys Feedback Interactive Voice Response More Related Topics >
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3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

APRIL 28, 2019

Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. In summary: Call Recording + Quality Management = Cost Savings. Zion Market Research 2016. Dimension Data 2019 report.

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Quality management Management Scripts Call flow 49
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Is the Contact Center a Good Career? Tenured Agents Say Yes

Balto

FEBRUARY 6, 2023

It’s crucial to have direct experience of things like call flows, processes, and winning behavior. Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52
Contact Center Coaching Surveys Scripts 52
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