The process of coordinating and overseeing the operations, technology, and agents of a contact center to achieve performance goals, maintain customer satisfaction, and meet business objectives.
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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