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White Paper: Investigating the current state of performance management in the contact centre

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Published On: 18th Sep 2013 10:22 - Modified: 30th Oct 2017

Nexidia have released a new White Paper called “Investigating the current state of performance management in the contact centre”.

The White Paper is based on the findings of the 2013 Performance and Quality Management Survey, which looked at 174 organisations.

The White Paper analyses:

The channels offered to customers
The effectiveness of the current performance and quality management process
The main frustrations with the current performance and quality process

This White Paper has been produced by Nexidia.

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

White Paper: Investigating the current state of performance management in the contact centre

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