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KPIs for the outbound environment build upon many of the same KPI s that apply to the inbound environment. 41 Turnover. 42 Overall Call Center ROI. 44 KPIs as Interrelated Outcomes. 45 How KPIs Relate to Customer Expectations. ICMI Tutorials Call Center Metrics Key Performance Indicators KPIs Edited by Brad Cleveland and Debbie Harne Post Office Box 6177 Annapolis Maryland 21401 800-672-6177 410-267-0700 Fax 410-267-0962 www. Actual call load is tracked by the WFMS ACD ERMS fax servers Web...
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