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What Do Quality Assurance Managers Find Critically Important when Reviewing Agents’ Call

Contact Centers count on their agents to offer excellent customer service. To assure this is achieved at all levels, contact centers rely on Key Performance Indicators (KPIs) such as queue time, average handle time, first call resolution, abandonment rate, etc.  

  • 3 min read
  • 8/19/15 10:46 AM

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