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call centre productivity

Top 10 Tips for Creating Contact Centre Excellence

/ For Call Centres

Whatever the main objectives are for a contact/call centre, they probably have something to do with communicating a service or product, providing assistance, or gaining customer information. But what is it that really makes a contact centre successful in what it does? The modern consensus seems to be that a holistic approach is more important than focusing solely on KPIs like ASR and First Call Resolution. Indeed, only focusing on such factors can severely limit a call centre’s potential. In reality a successful contact centre incorporates good practice in all areas. Read on to find our top 10 tips for creating contact centre excellence by keeping the bigger picture in mind.
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