Ever wondered why AHT varies wildly? The answer will surprise you and change how you view contact center metrics forever. At a contact center for a major US brand, my colleague discovered an ...
11 New Call Center Statistics, Including Turnover Rates of 30-45% Your email has been sent Do you know the most important metrics to measure in a call center? Uncover essential call center statistics ...
Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...
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