Understanding Contact Center Quality Scores

July 25, 2019 / GuidesFor Team

Contact centers have never been more relevant in the business landscape, and the industry just keeps growing. In 2015, US contact centers spent $12.4 billion in one year on simple verification of the callers’ identities. That is why it has become important to assess the quality and performance of contact centers. However, the criteria and scoring system has sparked a much-needed debate. How you do track a center’s performance? How do contact centers improve customer satisfaction? This following article from CustomerThink discusses recommendations about quality scoring in hopes of getting value from contact centers’ actual performance. – Regina Ongkiko

 

Read the source article at CustomerThink

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