Putting Humanity in Contact Centers
Customer Relationship Metrics
JULY 26, 2017
Pierce, O’Driscoll, Coghlan, 2004). Think about the evaluation, the calibration, and the coaching. At the end of the call, the second agent transfers the customer to the post-call IVR survey. Without that, Suzie would be penalized for Johnny’s poor customer interaction. Think about it as external Quality Monitoring (eQM).
211 
Let's personalize your content