Four Contact Centre Metrics to Uncover Hidden Insight

Posted by Rant & Rave

Contact Centre's typically focus on transactional metrics that measure cost and efficiency, such as average call handling time and serice level response time.
Read More June 16, 2017

Topics: Metrics, Contact Centre

Why One Metric Can't Be Used to Measure Every Stage of the Customer Journey

Posted by Sam Roberts

Do you rely on one metric to measure Customer Experience? It’s not uncommon for companies to rely solely on C-Sat or NPS when measuring Customer Experience, but the metrics used aren’t always...
Read More May 16, 2017

Topics: Customer Experience, Metrics

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