This call center case study highlights the challenges one organization faced after transitioning from in an house call center to a remote call center agent (work at home agents) model. Hear some best practices to avoiding failures in your call center like voice of the customer, voice of the employee, and call center performance metrics. The applied Business Intelligence Serices at Customer Relationship Metrics helped this organization rapidly process change through actionable insights.
Republished with author's permission from original post.
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