Automatic Call Distribution (ACD) is a system used in call centers to route incoming calls to the appropriate agent or department based on factors like availability, skills, or customer needs, optimizing call handling 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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