subject: How To Monitor Agent Performance & Report in Call Centers [print this page]
If you're running a call center, keeping track of how your agents are doing is important. You want to make sure customers are happy and problems are being solved quickly. The best way to do this is by checking things like call times, how many issues get fixed on the first call, and customer feedback. It also helps to review a few calls and talk to your team about what’s working and what’s not. To make this whole process easier, you can use Call Center CRM Software. It helps you monitor performance and creates simple, useful reports.
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