The contact center has changed - we're now using AI, connecting via digital, emphasizing personalization and working to reduce customer effort. It is time for our metrics to catch up!

At CCW Online: New Standards For Customer Contact Performance, we will reveal how to build a performance management strategy that aligns with what customers, agents and businesses really need in today's era. You'll know how to set the right metrics, develop the right coaching, select the right technology and build the right customer journeys.

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