Putting Humanity in Contact Centers
Customer Relationship Metrics
JULY 26, 2017
Pierce, O’Driscoll, Coghlan, 2004). At the end of the call, the second agent transfers the customer to the post-call IVR survey. This will enable you to address these root causes, which is likely to have a far more dramatic impact on number of calls handled and average handling times than placing those KPIs on agents’ scorecards.
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