Education, Business

Customer service agents performance is crucial for any contact center's success: data-driven insights offer an indispensable tool for highlighting the strong points and pinpointing deficiencies in agent productivity. Managers analyze call recordings, customer feedback, and resolution rates to discern where agents thrive and where they need enhancement. The detailed performance data fosters personalized coaching plans—crafted for individual needs—which ensure agents obtain the training essential to bridge specific skill gaps; consequently, they are adept at managing complex...
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