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Managing Technology: The contemporary contactcenter is an increasingly digital place. The right technology is key to facilitating contactcenter activity and accelerating improvement. CustomerEffort Score (CES): Measures the ease of a customer’s experience.
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain callcenter and agent efficiencies. Related Article: CallCenterWorkforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential callcenter efficiency metrics.
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