Sponsored by SearchCRM
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
Contact center technologies combat customer frustration with automation
Can automation improve the customer experience? Some say it can by creating a standardized, consistent experience. Automation technologies like ...
Forging the path to tomorrow's CRM
Perhaps no two words have more of an effect on business today than "customer experience." Consumers have a wealth of options for buying products and ...
Contact center technology today requires a new approach
Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have...