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Contact Center KPIs for the Post COVID-19 Era

Contact Center KPIs for the Post COVID-19 Era (whitepaper)

June 2020
By Donna Fluss

Introduction

Given the technical innovation, intelligent applications, automation and artificial intelligence that is now available, supported by the flexibility and processing power of the cloud, it’s time to reimagine the potential of contact centers and to update KPIs. The current pandemic underscores the need to adopt KPIs to manage through the unprecedented changes in the business world as the market strives to establish itself in the post COVID-19 era. After having to make changes to navigate through that challenge, altering your culture and adopting more suitable KPIs should be easy.

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