Evolution of Contact Center Metrics
The Customer Experience Effect
Evolution of Contact Center Metrics
The Customer Experience Effect
WHITE PAPER
Report Overview
- Modern KPIs are supplementing traditional metrics, enabling organizations to take a broader approach to understanding the customer experience at every point within the engagement journey.
- Cloud delivery service models such as UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) are redefining how businesses operate and measure customer experience.
- Customer service and contact center leaders understand that it is time to ensure they are evolving with their customers and effectively evaluating the way they measure service delivery.