What’s Next With… Contact Centre Metrics?

VP & General Manager, Customer Care Solutions at Lionbridge, Tom Tseki, discusses the changes that we are likely to see with contact centre metrics over the next few years.

CallCentreHelper

In the next few years contact centres are expected to move away from time-based metrics and move towards more customer-focused measurements. Tom Tseki talks about how traditional metrics will extend across different languages.

Read the entire article here.