Whitepaper

Contact Centers Starting Ascent Toward Being Measured and Managed as Strategic Assets

For the second year in a row at the ACCE and Call Center Week conferences, Transera asked more than 200 contact center management professionals a series of questions to better understand how they set goals and measure the performance of their contact centers.

Read this whitepaper to hear what your contact center management peers told us about their:

Most popular Key Performance Indicators (KPIs) to goal and measure operational efficiency
Most popular KPIs to goal and measure Business Contribution
Most popular contact center systems used as data sources for KPIs – IVR? ACD? QM?
Most common tools used to derive KPIs, including Excel, BI and data warehouses
Satisfaction levels with all of the above