CTI (Computer Telephony Integration) refers to the technology that enables computers and telephony systems to interact, allowing for call handling, routing, and management directly from a computer interface.
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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