Its not easy task to develop a simple Contact Center into multichannel contact center overnight. This process requires to upgrade new call center technologies, and certainly skills of the customer service representative who are directly connected with customers through the phone, mails and chat.In the recent time, call centers are always keep on improving the quality of services through quality evaluation of the their calling agents, live call monitoring, daily agent feedback and training programs, and enhanced reporting capabilities. However, It’s very important to rethink about what performance measurements are important to keep track, running call center operations. Are the measures of performance that served you well in the call center the same ones that will determine how well the multichannel contact center is working?Here are numerous control variables are used to measure the performance of any call center. A description of the Key Performance Indicators that are most used to determine ‘how quickly’, ‘how well’,
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