It depends, on what you choose to monitor and how you use that information. A great place to start is with a real-time performance management solution, which monitors the real-time conditions of your call center and presents custom views of KPIs on wallboards, desktop applications, and mobile dashboards.
Blog Archive: July 2015
Every company needs to make the customer experience a priority. An effective, productive contact center will improve customer satisfaction, increase brand loyalty and even generate new revenue. A suboptimal contact center, on the other hand, may lead to client frustration and disappointment, which will likely cause the company's customer satisfaction, retention and win rates to drop. Here are three tips for leveraging competition among contact center agents.