Mastering Escalation Management: Harnessing Tech in Modern Call Centers
NobelBiz
DECEMBER 19, 2023
According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour.
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