Calibration Customer centricity Employee engagement Sales 
Customer Relationship Metrics
JULY 26, 2017
The best contact center agents also are the best marketing people, sales people, finance people, and trainers. In addition to QA, we know that performance measurement and employee development are somewhat similar to the practices used several decades ago. And it sets agents up to fail in a customer-centric world.
NobelBiz
APRIL 18, 2023
CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. Check our guide on what KPIs to follow if you want to have excellent customer service. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.
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