There are a lot of reasons that call center managers should keep working to find the right metrics from their call center data. Business insights, available from data that has historically been locked away in a phone system, are invaluable to a company that wants to use their contact center as a tool for achieving business objectives. With the right metrics from your call center, you and your team will have the data you need to manage your customer experience, get the most out of your call center employees and maximize the return on your investment.
Using ShoreTel's Enterprise Contact Center (ECC), supported by BrightMetrics Call Reporting, you can better manage your call center to give your customers a great experience.
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Verteks Consulting 5 Metrics Every Call Center Manager Should Know Whitepaper
