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Benchmarking in the Contact Center: Tips for Managing What You Measure

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Executive Summary

Contact centers are not the only areas of the enterprise having to do more with less. However, there are few other areas where the results of this challenge can have a greater impact on customer relationships. This is especially true now when customers can broadcast compliments and criticisms instantaneously using social media. As customers increasingly use these tools, it is imperative that contact centers integrate new channels such as e-mail and social media capabilities. In fact, growing customer expectations are creating relentless pressure on contact centers to reduce wait times, improve first-contact resolution rates and achieve agent utilization targets.

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