Virtualisation refers to the creation of virtual versions of hardware, software, or networks, allowing for multiple virtual systems to run on a single physical machine, increasing efficiency.
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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