A versatile agent trained to manage both inbound and outbound communications across multiple channels, such as calls, emails, and chats. This model improves flexibility, reduces idle time, and enhances operational efficiency.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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