A proactive approach to forecasting, scheduling, and managing staff to ensure that the right number of agents are available to meet expected customer demand, minimizing wait times and ensuring service quality.
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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