If Customer Satisfaction IVR survey results are used to measure customer satisfaction, then what are the best metrics to measure efficiency (cost) in an inbound environment?
What are the best metrics to measure efficiency (cost) in an inbound environment?
http://www.tmcnet.com/channels/workforce...
IEX Solution Applies Inbound WFM Techniques to Outbound Environment
By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions
What you want may be here...
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