Across
- 3. one of the purpose of customer and operational reports is to identify ______ within customer service centre
- 5. the three agent states are busy, on call and ______.
- 6. for quality assurance, it is important to record calls and compare them against key performance ________ (KPIs)
- 8. Gamification is a valid source of _________.
- 9. the caller outcome summary also displays the number of ________ calls.
Down
- 1. real-time information will be displayed on a ________.
- 2. One of the ways to improve agent performance is to collect data _______.
- 4. Providing individualised attention will help in agent _____________.
- 5. customer and operational reporting is defined as the process of stripping key _________ from within service centre systems into specific reports
- 7. One of the ways to increase quality and improve customer service, it is important to invest time and training when ______ agents.