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For Application Development & Delivery Professionals

Refine The Source Of Truth In Your Contact Center To Improve Performance

Performance Management: The Contact Centers For Customer Service Playbook

October 30, 2017

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This is the Performance Management report in The Contact Centers For Customer Service Playbook For 2018.

Why Read This Report

To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers don't lack for performance data, especially now that many capture extensive customer feedback. Advances in speech and text analytics add rich data about agent interactions but can become another island of information. This report shows how application development and delivery (AD&D) professionals supporting contact centers can best use this data, turn it into actionable information, and drive continuous improvement, resulting in better customer service. This is an update of a previously published report. Forrester reviews and updates it periodically for continued relevance and accuracy; we revised this edition to factor in new data and customer examples.

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