Performance management started to penetrate contact centers in the early 2000s, but 2006 is the first year of significant adoption. According to Donna Fluss, the lack of consensus on the definition and purpose of these applications has created a major adoption issue. Learn about the benefits of performance management for the contact center in this column.
The contact center performance management market is on the rise
SearchCRM.com | 03.05.2007 OPINION - Performance management started to penetrate contact centers in the early 2000s, but 2006 is the first year of significant adoption. According to Donna Fluss, the lack of consensus on the definition and purpose of these ...
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