A Contact Center is a centralized office or system where customer interactions are managed through multiple channels, including phone, email, chat, and social media, to provide support and service.
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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