Podcast: Is It Time to Rethink Your Call Centre Metrics?

Morris Pentel, A customer experience expert, talks on the contact centre podcast on 'is it time to rethink your call centre metrics?'

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.

A thumbnail photo of Morris Pentel

Morris Pentel

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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Published On: 11th Nov 2019 - Last modified: 23rd Jan 2020
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