2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”
Balto
APRIL 20, 2023
For example, those that did layoffs cared slightly less about customer satisfaction and customer retention than those who did not do layoffs — and significantly less about net promoter score (NPS). They did, however, care more about dials per week and average handle time. Is the Contact Center a Good Career?
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