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Customer Service » Customer Service Measurement » Overall Call Center Measures
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Metrics, Summary Matrix
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One of the most critical service challenges businesses face today is driving cost efficiency in call centers while maintaining the quality of customer interactions. In this 35-slide presentation, call center leaders, representing a broad spectrum of industries, weighed in on their call center environments, the expanding roles of their call center staff, including the current and prospective challenges they face.
The study will help call center managers and executives understand the prevalence of organizational structure models, as well as compare their call center performance to others' using productivity, performance and quality metrics, customer satisfaction drivers and management best practices.