Your Contact Center Metrics are Outdated (Here’s What You Should Measure Instead)

Your contact center is in constant motion, as customer behaviors, channel preferences, and organizational goals evolve. Along with these changes, metrics and KPIs evolve as well. Contact centers that rely on traditional metrics, mostly related to phone interactions, run the risk of being left behind. Your contact center needs to adjust operational metrics to stay aligned with providing an exceptional customer experience and meeting company objectives.

You will learn:

• Communication channel trends and which KPIs are most important to track for each
• How to analyze what drives customers to get in touch and tie those drivers back to operations that impact the customer experience
• The business goals behind specific KPIs and how they impact customer experience

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