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Remote Control: Managing Work at Home Contact Center Agents

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents.

Contact Center 62
Contact Center Management call center workforce Average Handle Time 62
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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Leverage technology to identify trends in the number of calls, peak times, holes in knowledge, and other key call center operational metrics.

Call Center 52
Call Center Metrics Schedule adherence Average Handle Time 52
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