TITLE

Checking The Pulse OF THE Contact Center

AUTHOR(S)
Bailor, Coreen
PUB. DATE
November 2007
SOURCE
CRM Magazine;Nov2007, Vol. 11 Issue 11, p24
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on the role of contact center performance management (CCPM) in developing the performance of call or contact centers. CCPM is a system that measures, evaluates and improves agent and call center activities. Some of its functions include aligning the goals of the contact center with those of the company and improving contact center reporting. It is also said to help increase revenue, agent productivity, employee satisfaction and customer loyalty.
ACCESSION #
27376006

 

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