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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

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