Trends Report

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

Performance Management: The Contact Centers For Customer Service Playbook

October 9th, 2020
AS
Art Schoeller
With contributors:
Kate Leggett , Daniel Hong , Hailey Colin , Madison Bakalar

Summary

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 of them 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.

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