Vistio

JANUARY 13, 2022

You have a unique view on contact center metrics. Can you delve into what contact center metrics you think organizations should be focusing on and maybe the ones that they’re focusing on that aren’t the correct ones? Yeah, I mean, it’s hard to say that a metric is wrong. What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

You have a unique view on contact center metrics. Can you delve into what contact center metrics you think organizations should be focusing on and maybe the ones that they’re focusing on that aren’t the correct ones? Yeah, I mean, it’s hard to say that a metric is wrong. What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). Agent adoption metrics. Others require third-party tools. Ticket deflection.

Management 88

Management Self service Chief Customer Officer Chatbots 88