Contact Centre Management Fundamentals Quiz 1
With over 74% of Contact Centre Managers starting their careers on the phones and only 50% attending any formal training, it’s not surprising that there is often a lack of awareness around contact centre management techniques, processes and formulas that can apply to any contact centre.
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A short call is normally defined as
Correct Answer: A call that ended within 10 seconds of being connected to an agent
CTI is the acronym for
Correct Answer: Computer Telephony Integration essentially enables information sharing between the telephone and your computer to improve the customer experience and efficiency (e.g. things like Screen Pop).