Customer experience is quickly becoming the key to competitive success, and contact center professionals are taking notice. Most contact centers are turning toward the typical metrics to get there – but how do you transform metrics into a world-class customer experience?
In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring organizational performance and learn how you can use metrics to fuel success. Inside, discover:
- Building efficiency through contact center metrics
- Moving beyond typical metrics
- The elusive metric of first-call resolution
- And more