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Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity.
Organizations conduct surveys or interviews based on an agreed-upon scoring system and classify responses such as: Very satisfied Satisfied Not satisfied Very unsatisfied CustomerEffort Score (CES) A business metric that measures how easy or difficult it was for the customer to get their issues resolved in your contact center.
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