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Quality of Service: Call Center QualityManagement (QM) Qualitymanagement (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. One of the primary advantages of CRM integration with contact center technology is callflowmanagement.
Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance. If desired, the callflow can be routed to live agent support. Proactive and targeted notifications engage the right SME’s and supervisors or back office support as needed. Keep an Eye on These Three Emerging Areas.
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