There is added pressure for contact center agents today, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper contact center metrics to gauge agent performance and instructive training, some of that pressure can be alleviated. Read this handbook for techniques to develop an effective contact center metrics strategy and help your contact center shine in a multichannel world. Access >>>
Table of contents
- As channels multiply, contact centers need a whole new set of metrics
- A new take on metrics: The fewer the better
- For CRM metrics to work, business goals must come first
Premium Content for Free.
More Premium Content Accessible For Free
Defective mobile applications sully the customer experience
Mobile applications have become critical connecting points between on-the-go customers and businesses. If a company has a mobile app that isn’t ...
Social media outreach starts with strategy
Companies don’t always do right by their customers on social media. This e-book chapter will explore how companies misuse social media -- mistaking ...
Improving the customer experience through technology
Social media channels don't necessarily provide everything a business needs to know about customers. This e-book explains the potential failings of ...