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UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contactcenter manager’s job.
The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones. Aspect Workforce Optimization Version 20 allows contactcenter employees to be immediately mobile, so the workforce can be adapted to whatever new condition these uncertain times may bring. .
They did, however, care more about dials per week and averagehandletime. The metrics that our respondents looked at most closely were Customer Satisfaction (CSAT) Score (55.83%), Customer Retention Rate (CRR) (39.21%), and AverageHandleTime (36.97%). Is the ContactCenter a Good Career?
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