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Paul Miller
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When evaluating your contact center staff, you’ll likely want to establish a performance standard, but what standard works best? In an NCOF session last week, Tim Holody, chief operating officer with jewelry cataloger Seta Corp. (Palm Beach Jewelry), made a case for catalogers to get away from old measurements of calls per hour in the call center. Instead, he suggested that call centers adopt a sales revenue per hour metric.
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- Companies:
- Palm Beach Jewelry
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