Exchange Online is Microsoft’s cloud-based email and calendaring service, part of Office 365, allowing users to access email, contacts, and tasks from anywhere via the internet.
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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