The Contact Centre Podcast
Is It Time to Rethink Your Call Center Metrics?
11 Nov 2019 · 38 mins
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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. To request a demo of their contact centre software, visit: 

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