The Customer Experience Effect
Volume 1: Evolution of Contact Center Metrics
One critical challenge businesses across the globe are facing is the shift in customers’ ever-evolving expectations. The Customer Experience Effect is a multi-volume insight series that details the evolution in customer experience measurement and provides insights on how today’s leading customer-centric brands continue to exceed customer satisfaction standards and remain at the forefront of consumer expectations. We’re pleased to present Evolution of Contact Center Metrics, the first installment expounding how customer expectations have created a shift in the way companies are measuring customer satisfaction throughout the engagement journey.