How to evaluate a call center agent’s performance?
ViiBE Blog
APRIL 28, 2021
Software like ViiBE constantly tracks KPIs like Net Promoter Score (NPS), First Contact Resolution (FCR), and the number of calls that lead to an on-site trip by an expert. Even if each call center employee is located in a different country, the virtual call center can organize calls as one individual call center.
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