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Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

Luckily, a successful call center is within reach. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use metrics and act on them.

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What Metrics Matter Most For An Inbound Call Center?

Quality Contact Solutions

One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. Because there are so many metrics that are available to track internally, externally, at the inbound call center agent level and the program level, it’s no wonder people stop to think “where do I begin?”

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Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

I just don’t understand that while our incentive to reduce average handle time was so successful our call volume increased substantially. Not sharing with HR the staff and skills/competencies that work best in the center. Turnover is a part of life in a contact center so we shouldn’t try to address it.