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From International Contact Center Academy
HIGH PERFORMANCE COACHING WEBINAR SERIES UNLEASHING THE HUMAN POTENTIAL WITHIN HOW TO BOOST AGENTS PERFORMANCE
...lity (QA), First Call Resolution (FCR) and Handling Time (AHT) provides a balanced view of your contact centera ™s overall performance. Scorecards, daily ACD metrics or surveys cana ™t give guidance on which agent to coach or which processes to fix.
When customers have a bad experience, they defect to your competitors. Ita ™s that simple. The same holds true for good agents
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