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5 Strategies for Optimizing & Improving Call Center Performance

EPIC Connections

Use benchmarking reports to understand your current performance and compare it to industry standards. We’re talking about more than measuring standard metrics. You need to dig deep to discover the pain points using customer journey analysis, as well as compare your agent efficiency to industry standards.

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The anatomy of an effortless customer interaction

Tethr

What’s interesting to note about this one may have immediately become apparent if you’re looking at the call flow illustration above. So, an effortless customer interaction begins with the very things I’ve been coaching my customer care team, my call center floor managers and supervisors (or maybe even been coached myself!)