Executive report on performance, operations and technology.

Project Description

Customer-centricity has become the driving force behind today’s call centers. Call centers define customer satisfaction—not cost efficiency or revenue generation—as their paramount objective. Customer-oriented metrics like CSAT score and first call resolution now possess the influence once held by operational ones like average handle time and average speed of answer.

Project Details

  • Client Call Center IQ
  • Date 7th December 2015
  • Tags Intraday Automation, Intradiem, QPC Reflex
Launch Project

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