Important KPIs for evaluating call center agent performance. Let’s take a deeper look at some KPIs that help contact centers measure their agents’ performance. First call resolution (FCR). FCR measures the…
Before you get into the details of lead generation or start looking for ways to generate leads or form strategies for the same, the first step is to ask six…
The decades-long debate comparing work-at-home vs. on-premise call center agents is a front-and-center topic today. Our industry is nearly six months into the workplace changes brought on by the coronavirus,…
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