The Contact Centre Podcast: Episode 11
In this episode, Morris Pentel of The Customer Experience Foundation shares his strong opinions regarding the future of contact centre metrics and discusses why we should consider moving away from certain traditional measures.
As part of our discussion, we also talk about the dangers of measuring success through metric scores alone, the growing focus on customer emotion and how best to measure the employee experience.
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This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit: www.callcentrehelper.com/demo
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