Measure to manage customer experience
eGain
MARCH 3, 2015
In 2010, Dixon, Freeman and Toman (DFT) published an influential paper in the Harvard Business Review, titled Stop Trying to Delight Your Customers. Using eGain, managers can decide where to route calls, how to reduce bottlenecks, when to redirect to another team and whether contact center capacity should be increased or decreased.
69 
Let's personalize your content