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There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-homeagents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center?
Ask agents from other departments to field frontline calls. Just adding a few agents to your frontline staff can significantly improve servicelevel, reduce caller abandonment and give your frontline agents the little extra support they need during the holiday returns season. Leverage at-homeagents.
The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer servicelevels up, and their customer data safe. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.
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