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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Call center management tips - part 2

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This is part two of our series "call center management tips" with strategies, practical tips, and best practices on how to manage your call center more effectively and efficiently. This post focuses on how to improve call center schedule adherence and agent motivation:

Schedule Adherence

Agent motivation

In the following weeks we will write more about call center metrics, intra-day forecasting/scheduling and real-time adherence - stay tuned.

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