Abandon rate call center workforce Service level Wait times 
JustCall
JANUARY 19, 2023
With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. It also manages the hiring and training of employees, call center workforce scheduling and better customer interaction.
Playvox
JUNE 22, 2023
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. The Customer Satisfaction score can also be applied at the company level. As a bonus, in each category, we’ve added three ways to improve these metrics.
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