Talkdesk’s Shauna Geraghty explores the main call centre performance metrics to be monitored by agents and managers.
Managing thousands of calls and handling thousands of questions while keeping a high standard of customer service: it may sound simple, but it’s not. It’s not always easy to keep productivity high in stressful environments. And call centres can be really stressful, especially in peak workloads and seasonal rush.
https://www.callcentrehelper.com/top-performance-metrics-managers-agents-195509.htm
