Putting Humanity in Contact Centers
Customer Relationship Metrics
JULY 26, 2017
Pierce, O’Driscoll, Coghlan, 2004). Think about the evaluation, the calibration, and the coaching. During the Survey Calibration process, those survey results would be moved from Suzie to Johnny where they should be based on the customer’s comments. Think about it as external Quality Monitoring (eQM).
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