Contact center trends: How to deliver better business results

Contact Center Trends: Delivering Better Business Results

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Contact center technologies have made tremendous gains in cutting organizational costs and increasing efficiency. However, they need to take on a more strategic role.

Improving agent performance tracking can help enterprise employees increase customer satisfaction while companies meet overall business goals.

In this report, uncover survey results that highlighted 2 interesting trends:

  • Most contact centers measure agent metrics, allowing them to be matched with specific types of customers for better outcomes
  • Agent performance indicators aren’t necessarily in line with strategic business objectives

Continue reading to learn more about how you can deliver better business results with a cloud contact center.

Vendor:
MASERGY
Posted:
21 Sep 2018
Published:
21 Sep 2018
Format:
PDF
Length:
9 Page(s)
Type:
Research Content
Language:
English
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