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Find Out the Contact Center Metrics that Matter Today

Interactive Intelligence
Published:  Jan 17, 2014
Length:  11 pages

Many performance metrics are as old as the contact center industry itself, and are still in widespread use. But as new communications channels such as social media emerge, and as the definition of efficient customer service evolves, new metrics are gaining the attention of the industry. Paul Stockford of Saddletree Research and Joe Staples of Interactive Intelligence explore some of these “metrics that matter,” and discuss how they’re changing the definition of the contemporary contact center.



Tagscontact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution, planning solutions, business process automation, business process management, call center management, call center software