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Finding the Balance with Call Center Efficiency: 5 Tips for Improving Efficiency and Empowering your Agents

SharpenCX

Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. Next, track agent performance. Digital tools provide a greater level of sophistication to analyze your agents. Use metrics to know where your agents need more coaching or training. Are you ready to meet them?

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Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate. This empowers managers to identify trends and potential issues promptly, facilitating proactive decision-making. Avoid agent burnout Agent burnout is a serious issue in the contact center industry.