Monet Software
JUNE 10, 2021
Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. You might handle everything from inbound sales to product repair scheduling to billing support. 1 Start with Data. 3 Tap into Talents.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.
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