Evolution of Contact Center Metrics

Evolution of Contact Center Metrics

The Customer Experience Effect

Evolution of Contact Center Metrics
The Customer Experience Effect

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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.