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Average Handle Time Time management Quality management Big data Service level Morale Analytics Employee engagement outsourcing Contact Center More Related Topics >
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Tortoise or Hare – Which One Best Describes Your Contact Center?

CSM Magazine

OCTOBER 15, 2018

Thinking from the outside in will yield a set of metrics that enable agents to focus 100% on the customer – the true meaning of effectiveness. With customer-centric success criteria in place, turn to innovative workforce. Ways to build effectiveness using WFM.

Contact Center 56
Contact Center contact center workforce Average Handle Time Metrics 56
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Driving Holistic Customer Engagement Excellence

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement 34
Employee engagement Quality management Analytics Best practices 34
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