A call center is defined as an operation where more than one person is responding to contacts and where an interaction can be handled by anyone within a group. Even with the explosive growth of the Internet and e-mail transactions, telephone calls remain the primary form of communications in the early 21st century.
As any call center manager knows, it is important to identify the best performers in the organization. To accomplish this , CCP brings forth a platform which can help increase the companies’ efficiency and productivity. It has tremendous scope in a country like India, where a lot of companies have set up their customer care units, BPOs, call centers, etc.
CCP prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
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