Contact Center Metrics and Performance Management

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Contact center performance management (CCPM) software and processes can analyze all aspects of a contact center's performance, and rapidly identify when goals are not being met. However, with the introduction of new methods of interaction, "many [companies] are still struggling with how to handle all the new channels," said Donna Fluss, president of DMG Consulting.

This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.

View now for all the info you need to ensure contact center agents are achieving their full potential and that operations are efficient and productive across all channels.

Feb 8, 2021
May 21, 2014
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