2016 Executive Report on Performance: Metrics, Agents & Operations
Customer Contact Week | 06/03/2016
This may be the age of customer centricity, but business centricity is certainly not out of fashion.Operational efficiency – not customer satisfaction or loyalty – actually ranks as the top performance priority for today’s contact centers. Profit generation is also a pivotal focus.How do you navigate this challenging climate? How do you ensure that your customer-centric initiatives are improving the bottom line, all amid changes in customer expectations, agent demands, and technologi...
To continue reading this story Click Here