Measuring the reality of the customer experience.
Customer Interaction Solutions › Vol. 20 Nbr. 11, May 2002
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Summary
Call Center/CRM Management Scope
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Measuring the reality of the customer experience.
Contact center reporting has traditionally focused on simple measurements of agent efficiency, such as talk times, wrap times and idle times. The data to create these reports are easily accessible from ACDs and predictive dialers, and although manually compiling the information and presenting it in understandable reports can often be a tedious and labor-intensive process, the easy access of the information has led call center management to place a disproportionate value on these agent-centric efficiency reports. Missi...
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