If you are looking for a clearly defined and explained set of contact centre KPIs, this is the guide for you. Each KPI entry includes a full description, worked example, formula and typical data sources. Many of the definitions for more complex KPIs also include advice for dealing with common problems and mistakes.
Della lived her life by one word. Safe. She worked nights at a call center. She didn't do excitement. Everything and everyone had their place. Then Spencer Chandler-Wright walks onto her floor demanding answers to questions he had lost the right to ask. Spencer wants her back, but she lives her life by the Livity now. To love her was to accept her. But could he?
Join Frances on her first day as a call centre agent. Meet the zany staff and the problem customers and sing along! Written by a recovering agent who guarantees accuracy, Call Centre: The Musical is a fun ride through the obscure and secretive world of who takes our calls and what is really going on while we are holding.