Call center callers have a lot on their plates. They not only talk to customers, sometimes very upset customers, but they have to record their interactions with customers, respond to emails, complete training, meet their goals set by leadership teams, and talk to more customers. Without effectively managing the workload, call center employees could struggle […]
Before you start to measure and monitor your call centre performance, it is essential to ensure that you have an effective performance management model in place. Why? Because the performance management system will provide a precise definition of expected behaviours at the call centre as well as the end goal for these stipulated expectations.