20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
Callminer
OCTOBER 11, 2018
Two examples of tools that help reduce Agency Redundancy Rate are Zendesk and Intercom. To leverage this metric call centers should rely on the reporting data that is provided by the knowledge base solution they are using. Agents who rely on the knowledge base to get answers are able to give more accurate answers to callers.
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