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What are some vital call centre performance metrics?
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Some vital call centre performance metrics are Customer Satisfaction, Average Hold Time, Revenue Per Call, First Call Resolution, Active and Waiting Calls, Call Abandonment, etc.
What does a CRM system do?
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If you are a business owner or a sales manager, you've probably heard the term CRM. C-R-M stands for Customer Relationship Management. At its simplest, a CRM system allows businesses to manage business relationships and the data and information associated with them.
What is a CRM tool?
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Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving.