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New contact center metrics recommended to fit new customer channels

With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels. Feature | SearchCRM.com
The new contact center metrics: Putting them to work

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... E-Handbook | SearchCRM.com
KPIs: Monitoring VAR business metrics for a better bottom line

Find out how your peers are monitoring their VAR business metrics, identifying trends and making operational changes to improve the bottom line. Feature | SearchITChannel.com
PUE metric helps keep data center energy use in check

The PUE metric helps smaller enterprises measure data center energy use to determine if various efficiency initiatives are worth pursuing. Tip | SearchDataCenter.com
A question of contact center metrics

One of the best tools for reorienting the contact center to be more CEM-driven is to change up the metrics commonly used for evaluating its performance. Tip | SearchCRM.com
Tips for benchmarking call center metrics

Get our top tips for benchmarking call center metrics in this expert answer. Answer | SearchCRM.com
Call center agents’ behavior should be focus -- not clunky metrics

A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach. News | SearchCRM.com
CRM metrics video series

CRM experts from across CRM's core disciplines explain what are the right -- and wrong -- metrics to use to measure a CRM initiative and how to properly set up a metrics program. News | SearchCRM.com
Mobile, social, analytics offer promise but demand new metrics

It is often said that businesses do things for just three reasons -- to make money, cut costs or better satisfy customers. Few things do all three, but the evolving Opinion | SearchCRM.com
MetricStream and CipherCloud announce new cloud security platforms

In this Product Spotlight, learn about two new security platforms from vendors CipherCloud and MetricStream. Product Spotlight | SearchCompliance.com

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