Office 365 is a cloud-based productivity suite from Microsoft that includes tools like Word, Excel, PowerPoint, and Outlook, providing collaboration and document sharing features for businesses.
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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