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Below, we look at 15 agent performance metrics and key performance indicators, each of which can add to your contactcenters understanding of strengths and shortcomings in overall performanceat the level of individual agents and larger teams. Why it matters: Reflects reduced (or increased) customereffort.
Aspects of Oversight and Optimization Contactcentermanagement, or call centermanagement, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.
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