Best Practices in Call Center Technology
Call Center Best Practices: Part 4
Call Center Technology Cheat Sheet
By Jeff Rumburg
In part four of MetricNet’s cheat-sheet series, we’ve identified some of the more common best practices in Call Center Technology. Best demonstrated practices include technology hierarchy, strategic alignment of technology, vendor management, call management customer tools and knowledge management. Cause-and-effect relationships are then measured by influence on KPIs such as cost per call, customer satisfaction, agent utilization, first call resolution, call quality, handle time, agent turnover and business effectiveness. Let’s take a look at five best practices in call center technology in more detail.