call center software Call flow Employee engagement Feedback 
SharpenCX
JUNE 28, 2023
The best way to gather this data is through customer feedback surveys. These certainly aren’t the only call center metrics you can gather. Gartner recommends KPIs across five categories of employee engagement; quality operations; customer satisfaction; loyalty, churn, and retention; and advocacy brand reputation.
JustCall
APRIL 5, 2023
Call recording – Calls are recorded for quality and training. Agent scripting – Agents can be provided with predetermined scripts to increase customer engagement. Avaya Cloud Virtual Agent: The brand’s AI-powered auto attendant system paves the way for smart call routing.
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