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.
- Client Call Center IQ
- Date 7th December 2015
- Tags Intraday Automation, Intradiem, QPC Reflex