Audio Podcast: Impacts Of Technology
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Choosing a system with scalable on-line storage will ensure faster access to a wider range of calls, for scoring, monitoring and analysis purposes. A scaleable database for storing the calls offers scaleable reporting. One feature of this is that you have the ability to add another team into the scoring, offering a more objective way to evaluate teams. This is particularly beneficial where a manager needs to evaluate and coach agents in a number of contact centres based in different locations.
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