Remove Agent Empowerment Remove Customer centricity Remove Customer retention Remove Employee engagement
article thumbnail

Call Center Culture of Excellence – How to Build it

TechSee

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. After all, happy agents mean happy customers.