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Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.
These inefficiencies can be a result of low agent morale, high turnover rates, agentburnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agentburnout.
Operational Efficiency Analytics streamlines operations, reducing costs while maintaining high service levels through effective workforce management: Dynamic Scheduling : Predictive analytics ensures the right number of agents are on hand, reducing downtime or waittimes.
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