Are your contact center’s key performance indicators (KPIs) giving you the the whole story?
For many companies, the contact center is the ‘front door’ to the business. While you can ensure employees greet customers cheerfully and meet their needs at every turn, once customers ‘leave the building’ (virtual or not), do you really know if their inquiries or issues were resolved? Within the best possible time-frame, with minimal customer effort?
Making things even....