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You might be interested in this relevant, free white paper.
Leveraging Customer Satisfaction
Leveraging Customer Satisfaction part three in a three part series on Maintaining Service Quality in the Contact Center.
Address contact center performance by enhancing agent productivity that contributes to organizational profitability. This report focuses on the use of analytics tools and custom applications, both to improve agent skills, and to produce meaningful performance data for the benefit of the business process.
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Speech Mythbusters: Debunking 10 Common Myths about Voice Automation