2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”
Balto
APRIL 20, 2023
They did, however, care more about dials per week and average handle time. The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%). Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%.
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