By Mina Karpouzas.
Anyone managing a contact centre would agree that it’s not all about call centre metrics that make a contact centre function.
Contact centres of yester years were designed to be transactional and only designed to handle call after call. Service level was the only real target to measuring efficiency and satisfaction. Now a days contact centres are more advanced. There are more targets coupled with the variety of tools and systems at our disposal. This makes contact centres of today somewhat of a challenge.
One important target which is at the forefront is the voice of the customer, better known as customer satisfaction.
