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The Ultimate Guide to Call Center Agent Performance

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. The 4 Most Important Call Center Agent Performance Metrics 1. As with many of these call center metrics, CES is a good indicator, but rife with nuance.

Call Center 87
Call Center Schedule adherence Average Handle Time Construction 87
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International Contact Centre Operations Tips & Best Practices

Callminer

JANUARY 18, 2021

Use call recordings and ongoing training to nurture emotional competence among agents. Diffusing tense conversations and satisfying the chronically unsatisfiable are but two of the emotionally charged skills of every great call center agent. ” – Effective Call Center Scripts , Salesforce; Twitter: @SalesforceGov.

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Best practices Call Center Contact Center Scripts 226
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