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call center association

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Call Center Monitoring…Should you use Live Calls or Recorded Calls for Quality Management?

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. appeared first on Expivia | USA Based Call Center.

Quality management

Quality management Call Center Management Coaching

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

By determining and tracking KPIs for your call center, you can better understand what’s working and what’s not working in order to achieve your goals and drive results for your company and sales. In this situation, the best KPIs to track would include average handle time and FCR (first call resolution).

Call Center

Call Center Metrics Average Handle Time Abandon rate

Customer Contact Central

Call Center Monitoring…Should you use Live Calls or Recorded Calls for Quality Management?

KPIs for call centers: 8 critical metrics to track

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