Aggregating data refers to the process of collecting, summarizing, and analyzing large sets of information from various sources to identify patterns, trends, and insights. In call centers, data aggregation might involve compiling customer feedback, call logs, and agent performance metrics to gain a comprehensive understanding of operations. This allows managers to make data-driven decisions that optimize processes, enhance customer satisfaction, and increase overall efficiency.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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