Tag Archives | Key Performance Indicators
Top KPIs for Managing Customer Service, Sales and Collections Contact Centers (whitepaper)
Contact Center KPIs: Less is More
By Chris Detmer on October 25, 2017 in Agent Management, Customer Experience Management, Key Performance Indicators (KPIs), Management [Contact Center], Omni-Channel Contact Center, Performance Management [Contact Center], Posts
KPI Guide for Omni-Channel Contact Centers (whitepaper)
By Chris Detmer on September 29, 2017 in Agent Management, Customer Experience Management, Key Performance Indicators (KPIs), Management [Contact Center], Omni-Channel Contact Center, Performance Management [Contact Center], Whitepapers
FCR in an Omni-Channel World (whitepaper)
By Harold Fluss on April 10, 2017 in Customer Journey, First Call Resolution, Performance Management [Contact Center], Strategy [Contact Center], Whitepapers
New Rules for Managing Cloud-Based Contact Centers
New Rules for Managing Cloud-Based Contact Centers
First-Call Resolution Drives Contact Center Improvements
By DMG Consulting on February 4, 2008 in Contact Center, First Call Resolution, Management [Contact Center], Performance Management [Contact Center], Publications
First-Call Resolution Drives Contact Center Improvements
FCR Improves Contact Center Performance
By DMG Consulting on December 26, 2007 in Contact Center, First Call Resolution, Management [Contact Center], Performance Management [Contact Center], Publications
FCR Improves Contact Center Performance