2018 Pipeline Publishing Group, Inc. All Rights Reserved.
The material on this site may not be reproduced, distributed, transmitted, or otherwise used, except with prior written permission of Pipeline Publishing Group, Inc.
The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.
Operations Workforce Management
Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.
When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.
Operations Workforce Management Operations management
Operations Workforce Management Operations management Research