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Some KPIs are useful for evaluating the callcenter overall but not an individual agent’s performance. Cost of operations and peak hour traffic are two notable examples. On the other hand, employee break time metrics can help measure overall center productivity, but they are more helpful with individual employee performance.
A CRM integrated callcentersolution goes beyond just storing and utilizing customer data – it turns callcenter support into a centralized, cross-functional solution. It can thus benefit you and your business in many different ways such as: 1.1.
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