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Top KPIs for Managing Customer Service, Sales and Collections Contact Centers

NICE inContact

Presented By: NICE inContact

Managing a contact center requires a combination of art and science, but it’s the science that should drive the art. Contact centers of all sizes, whether staffed by 20 or 10,000 agents, need key performance indicators (KPIs) and metrics to effectively manage the operating environment. This white paper provides the top KPIs and metrics and explains how to use them to build an engaged workforce that delivers an outstanding customer experience, cost effectively.