Quality assurance in a contact center is a set of processes and procedures that are used in an effort to improve the customer experience and reduce wasteful operating practices. Register for a complimentary check-up.
Have you set a goal, or even a requirement, about how many calls your agents should handle each hour or for the day? Are the agents aware of how their hourly total is progressing? How many calls should agents handle in an hour? Click to Tweet Setting such a goal is natural. You can easily [...]