Remove Agent burnout Remove contact center workforce Remove Customer retention
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How to Measure, Evaluate, and Improve Call Center Agent Performance

Calabrio

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). Leverage historical data, seasonal trends, and predicted call volumes to accurately forecast future demand. Book a free demo today.

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The Importance of Accurate Forecasting for Omnichannel Volume

Playvox

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. This all harms customer retention, resolution times, and customer satisfaction ratings.