Results for "Call Center Agent

call center analyst
What is a call center analyst and why is he/she key to contact center success? | News
Within the contact center ecosystem, one of the most strategic profiles is that of the call center analyst. Although often overlooked compared to the visible role of the telephone advisor, this professional is responsible for interpreting and translating operational data into high-impact decisions. From tracking metrics to the development of...
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How to evaluate a Call Center agent with advanced tools | News
The quality of service in a call center depends to a large extent on the individual performance of its agents. Evaluating agents effectively not only allows identifying areas for improvement, but also enables the development of strategies aimed at optimizing performance. Among the main benefits are the following: A rigorous agent evaluation...
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