Contact centre analytics involves analysing customer interactions, agent performance, and operational data to gain insights into customer behaviour, agent effectiveness, and overall contact centre efficiency. This data can be used to make data-driven decisions about staffing, training, and resource allocation.
Contact centre analytics involves analysing customer interactions, agent performance, and operational data to gain insights into customer behaviour, agent effectiveness, and overall contact centre efficiency. This data can be used to make data-driven decisions about staffing, training, and resource allocation.
Anyone remember what contact centres looked like in 2018? The most successful centres relied on well-trained, empathetic agents who could resolve issues quickly and effectively, all with the help of comprehensive scripts and standardized procedures.
In this post we share seven exercises to help develop these skills – during new hire training, team meetings, huddles, or coaching sessions.