Is It Time to Rethink Your Call Center Metrics?

Morris Pentel of The Customer Experience Foundation shares his strong opinions regarding the future of call center metrics and discusses why we should consider moving away from certain, traditional measures.

In our discussion, we also talk about the dangers of measuring success through metric scores alone, the growing focus on customer emotion and how to best measure the employee experience.

This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo.

So, to find out more about Genesys, simply visit:

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