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Aligning Contact Center Metrics with Your Customer Experience Strategy
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On-Demand Webinar
The last couple of years have seen a paradigm shift in how companies measure customer experience. Indicators like Net Promoter Score and Customer Effort are high on the CEO’s list and your contact center needs to align with Key Performance Indicators (KPIs) that matter to the business as a whole, not just the contact center.
Register now for this 30 minute webinar. You will learn best practices for:
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Building a KPI framework for your contact center
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Including Customer Experience KPI’s in the Agent Competency Framework
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Creating a set of KPIs that provide consistent and actionable information for both – your contact center operation and C-level executives
PRESENTER
Stefan Captijn
Director Solution Marketing Business Applications
Genesys
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