The Changing Landscape of Contact Center KPIs

Call center key performance indicators (KPIs) have evolved.  Along with a subtle industry nomenclature change from 'call center' to 'contact center', a host of new customer contact methods and a new definition of customer service has been born.  Customer service is no longer a reactive entity that takes customer phone calls.  It is has become a [...]

By | 2018-06-27T16:06:07+00:00 January 18th, 2017|Contact Centers|Comments Off on The Changing Landscape of Contact Center KPIs