Omnichannel refers to a seamless approach to customer interactions, where communication across different channels like phone, email, social media, and in-person integrates to provide a consistent experience.
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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