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Contact Centre KPI’s
Contact Centre KPI's

Contact Centre KPI’s

An overview of how Contact Centre KPI's should be developed and used. Highlights common mistakes where the wrong measures are in place or incorrectly used.

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Is empathy shown in all contact channels?

Contact Centre consultant Martin Jukes discusses how the level of empathy varies across different customer contact channels. The Mpathy Plus video also promotes evalue8 as a tool to assess empathy levels across each and every channel.

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Changing the Perception of Quality Assurance in Contact Centres

This blog discusses changing the perception of quality assurance in contact centres. This essential contact centre activity is often misunderstood and distrusted. This blog provides advice and tips on how to change this perception and ensure that maximum benefit is achieved from this process.

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How to Develop a Quality Assurance Framework
How to Develop a Quality Assurance Framework

How to Develop a Quality Assurance Framework

Take a look at this eBook which has been produced by Evaluagent. It provides an excellent starting framework for how to measure and manage quality in your contact centre. Download…

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