Customer Support Services White Papers

Measuring the Performance of the Contact Center Function

Overview Contact centers are continually challenged to provide better performance. Staff productivity, process efficiency, cycle time, and cost effectiveness are key to the success of a contact center.

To understand performance and identify opportunities for improvement, APQC offers organizations more than 130 performance measures that they can use to benchmarking their inbound contact center operations.

Further White Paper Details
PublisherAPQC File FormatPDF
Date PublishedAugust 2007 Downloads3
FormatWhite Papers   
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