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Research says: Collectivist culture like Asia places higher importance on service whereas individualistic culture like US focus on the product quality. Resolution SLA (ServiceLevel Agreement). Purpose: This metric is necessary to maintain the standard of customer service and establish trust among customers.
Workforce Management Workforce management in a call center is all about ensuring the right amount of agents with the anticipated call volume to improve operational efficiency and servicelevels. Effective workforce management not only reduces costs but also enhances customer service standards.
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