New Metrics Versus New Service Delivery Models

By: Cindy Garrett

New metrics versus new service delivery models: Building a sound foundation for high performing contact centers

Emerging trends in the marketplace are pushing contact centers in all industries to go social, mobile, and, in general, multi-channel; but shifting focus to these new service delivery models prematurely could put an organization at risk. Many contact centers dont have the budget to heavily invest in these advanced technologies, and even if they do, moving towards new delivery models can distract focus from developing a strong operational foundation