Too often, businesses begin and end their strategies from their own perspective.

The ability to properly plan, and measure the performance of the plan, improves your contact center’s visibility as a valued asset.

Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.

The question becomes, what is the weight of contact center technology costs compared to the other contact center-specific costs?

Contact center data is not actionable in its raw form. It takes the right data aggregation, analytics and reporting tools to turn it into meaningful business intelligence.