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contact centers

contact centers

From David Burnie’s company blog, an article that identifies the best KPI to track contact center utilization.  Tracking utilization in the contact center is a key to companies remaining competitive. By improving contact center utilization, companies can improve customer service and satisfaction, reduce operating costs, increase employee engagement, and grow top-line revenue. It is important to define utilization and understand the activities that drive it to achieve and maintain improved results. This article will share why the customer assistance ratio…