2016 Executive Report on Performance: Metrics, Agents & Operations

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