The Coming Disruption of the Contact Center Outsourcing Industry
Taylor Reach Group
JANUARY 11, 2018
The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. The ‘fly in the ointment’ is increasingly becoming the underlying ‘contractual metrics’.
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