Performance & Metrics

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Turning Customer Complaints into Improved Service Performance - Jason Price

Why not take a look at some practical steps to achieving service improvement results and see why complaints fit so well into the picture? Full Article »


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Good Contact Centres vs. Bad Contact Centres - What's the Difference? -

Customer service professionals are consistently bombarded with complaints about the ways their centres are damaging customer experiences and adversely impacting profitability. A more valuable--and markedly rarer--approach involves offering guidance on what they can do to become better. Full Podcast »


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Contact Center Metrics Scorecard

Here is a look at how contact centers are currently performing against key metrics and where they plan to focus their efforts in 2015. Full Whitepaper »


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