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Nemertes Research: Metrics that Matter for Omnichannel Contact Centers


Most contact centers now allow customers to interact through non-voice, digital channels, but still monitor performance only in voice.

While traditional call center metrics like average wait time, average handle time and abandon rate still have a place in the contact center, you need to start measuring digital customer service. In a multi-channel or an omnichannel environment, it is also important to track cross channel metrics.

Download now! This white paper discusses:

  • How to select contact center metrics that matter for you
  • How to implement new metrics such as Transactional Net Promoter Score (tNPS)
  • Real-world examples and best practices that can help you measure performance in all channels and between channels

Tags : genesys, nemertes, omnichannel, contact center, metrics, customer experience
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Published:  May 10, 2016
Length:  9
Type:  White Paper