Premium Content

Access "The new contact center metrics: Putting them to work"


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

Access TechTarget
Premium Content for Free.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

More Premium Content Accessible For Free

  • 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...

  • The more the merrier: Customer service goes multichannel

    Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, ...

  • Customer experience consistency key to successful CRM

    The age of the isolated call center is over. Organizations need to give customers a number of ways to reach them -- websites, mobile apps, Short ...