"Contact Center Performance" (US Contact Center Decision-Makers’ Guide 2014)

This ContactBabel report discusses the present and future state of customer contact, focusing on performance, technology, HR and strategic direction based on over 200 interviews with US contact centers. The "Contact Center Performance" section, sponsored by Intradiem, looks at how contact centers are evolving to measure the effectiveness of their operation by tracking metrics such as first-time call resolution and customer satisfaction levels.

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