Performance Snapshot: Contact Centers

Published On:
February 20, 2014
Authored By:
APQC
Members-Only Content:

Next-generation contact centers measure what matters—to their customers, employees, and strategy. They do not count how many metrics they have; they simply determine what they need to measure and manage in order to execute well. Below are a sample of key contact center benchmarks gathered from APQC's Open Standards Benchmarking.

Also found in Contact Centers: Current State
Type:
Infographics
Topics:
Customer-focused Processes and Functions, Contact Centers, Call Centers

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