Call centers have been evolving into all-encompassing customer experience contact centers for some time due to technological strides in AI, analytics, the cloud, CRM software and unified platforms. Since the COVID-19 pandemic struck and diminished face-to-face customer service, contact center roles and digital channels have shifted into hyperdrive for online and mobile customers. This handbook helps fill in those XYZs by examining the importance of metrics in analyzing contact center roles and their contribution to a personalized customer experience and bottom-line profits. We look at key performance indicators like net promoter scores and average handling times as well as support costs associated with per-agent spending.
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