Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...
High turnover: Frequent departures of call center specialists make companies continually optimize their policies regarding the hiring, training, and evaluation of call center staff. High call volumes: ...
The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...
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