Call center quality often refers to the efficient operating of a call center business unit. For organizations that are more customer focused, call center quality refers to the levels of customer experience delivered.
How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is it really simple? In order to help avoid costly mistakes that are difficult to overcome, Customer Relationship Metrics has developed a self-assessment that will help you identify issues within your own [...]