The process of organizing, tracking, and automating tasks and interactions within a contact center to ensure smooth operations, high productivity, and seamless customer interactions.
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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