Contact centre operations and service metrics
How contact centres run: channels and routing, service level and occupancy, handle time, first contact resolution, satisfaction measures, quality monitoring.
Also described as
- AHT
- call center
- call centre
- contact center systems
- contact centre
- CSAT
- FCR
- quality monitoring
- service level
- telephony
- NPS
- occupancy
- omnichannel
Tools
- Avaya
- Five9
- Genesys
Roles that need it
Where the weights come from
The weight is this skill's share of each role; the weights of one role add up to 100 percent.
Source: the EFO role catalogue, built from the ESCO classification and reviewed by the editors.
Important for
- Collections & Recoveries SpecialistYour role