Standard contact center metrics and key performance indicators (KPIs) help businesses track and measure the success of their customer experience—particularly as it relates to their call or contact centers. But which KPIs are the most valuable and relevant to your contact center operation? Which can help boost agent productivity and bottom-line performance? And, most importantly,...Read More
A (Re)introduction to AI and IoT Intros may not be necessary—you’ve likely already met. Artificial intelligence (AI) and the Internet of Things (IoT) are increasingly infused into our lives. In fact, the better these technologies work together, the less likely we are to think about how they interact. When things work, they just work (thanks,...Read More
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