Contact centre metrics

Contact centre metrics

KPIs or CX: Redefining contact centre success

For years, the success of contact centre agents has been measured on KPIs such as how many calls they take in a shift or how quickly they deal with...

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Calabrio

Calabrio Analytics delivers savings and revenue

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Contact centre metrics

VoC within the contact centre

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Management

Can monetary incentives improve service levels?

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Contact centres

Call centre success relies on expertise in failure

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Failure
Contact centres

WEBINAR: How to utilise contact centre insights

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Webinar - Thursday 21st October 2021
Contact centre metrics

Don’t reinvent your VOC programme, use the data!

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Management

How much autonomy should service staff have?

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Genesys

Genesys appoints Helen Briggs as SVP for EMEA

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Contact centre metrics

Repositioning contact centres at the heart of CX

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Sponsored

Are contact centres primed for a revolution?

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Contact centres

The dangers of being dazzled by dashboards

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Contact centre metrics

Customer Success: How to Measure and Maximize It

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Contact centre metrics

Is CSAT possible without ESAT?

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Contact centre metrics

Study: 6 trends transforming the contact centre

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Contact centres

Why call centre QA programmes are inhumane

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Contact centre metrics

Focus on goals & training to aid clients & teams

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Contact centres

Drive customer service efficiencies from COVID-19

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