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Why Your Contact Center Needs A Remote Work Policy?

Playvox

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. Part of that support should include clear guidelines for how to come to a remote work agreement the right way in the form of a remote work policy.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy. Put in place callback options during peak time periods to reduce wait times and call abandonment rates. What Are Call Center Efficiency Metrics?