Caller Experience Management is a new approach to managing voice customer contact. It shifts the focus from optimizing agent labor to optimizing a much more precious commodity – the customer’s time. By designing contact strategies that make good use of the customer’s time, call centers can reduce agent labor by 10-15% and reduce dis-satisfiers by 20% or more. Learn whether Caller Experience Management should be part of your strategy, and the steps you can take to establish Caller Experience Management processes and teams.