How VOC Analytics Improves Contact Center Performance
JULY 22, 2019
Contact centers are big on analytics. VOC analytics complement the call center’s internal KPIs and can provide a better view of a company’s overall performance. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.