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Every business that takes or makes calls, especially to sell to or service customers, essentially has a callcenter – whether they have hundreds of agents or a handful of agents (or a team of multi-tasking employees). The Best SMB CallCenterSolutions and Features.
Utilize AI-powered speech analytics for real-time performance insights. Adherence to ScheduleScheduleadherence measures whether or not callcenter agents adhere to their assigned schedules and meet the required work hours. Train agents on efficient timemanagement techniques.
This metric gives a detailed analysis of the utilized time by the agents across their shifts. It is an excellent indicator to track the agent’s performance and monitor their scheduleadherence. The ideal agent utilization rate varies across industries and call types.
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