New Contact Center Metrics to Fit Busy New Customers
With as many as 110 million Americans using smartphones, businesses are increasingly throwing money at mobile applications to better serve their customers. And while in the world of contact centers the telephone has always reigned supreme, "Contact centers are more than just about handling phone calls," said Donna Fluss, president of DMG consulting.
View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media. Specific topics covered include:
- New opportunities that mobile brings
- Why integration is the key to mobile app success
- Pros and cons of using new metrics
- And more