3 Key Barriers in seeking to improve call center operations
The absence of relevant metrics and process documentation can lead to call center managers and operators being lulled into a false sense of security. Call centers routinely collect data on “average” performance, such as average handle time, average speed of answer and aver
Read MoreHidden time thieves in your call center
Is it the complex telephony infrastructure? Are your IVR menus too complicated? Too many levels? Is the skill based routing off? Hunt groups are setup wrong? Possibly, but these issues jump off the page and if your call center was having this type of issue, the KPI’s wouldn’t li
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