How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?
Call Center Weekly
APRIL 17, 2018
By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. How do we then collect metrics on customer experience? Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume). They also have the power to take their money somewhere else.
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