The contact center world is a beast that can bring out the best and worst in us. Agents can feel real satisfaction when they hang up the phone knowing they’ve added genuine value, but it can also come with tremendous frustration when they receive screams on the other side of the line.
Although call centers are largely misunderstood and underappreciated, they are at the heart of a company's organization. A call center is a company's first point of contact with customers.
If you’re focused on bettering customer service within your call center, the first thing you should look to boost is agent performance.