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Some, like Five9, offer third party plug-in applications that redact credit card information from callrecordings after the call. For example, you might want a dashboard that showcases which tickets required multiple calls before they could be closed. Includes gamification features.
Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like callrecording , quality monitoring , coaching , and gamification.
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