Big data Call center experience Feedback Service level 
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Source: The Contact Center Satisfaction Index Mid-Year 2013.
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
When listening to the voice of the customer, remember to include and share the positive feedback. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. When preparing to make improvements, call center managers need reliable information.
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