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Contact Center Trends 2021: The CX Watershed

Fonolo

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Call center agents experience a lot of stress.

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Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

By leveraging the best tools and practices of call center management, call centers can achieve their desired goals effortlessly. Before going into the details of call center management, let’s see how a call center works, who are call center professionals and their key skills.