Improving Contact Center ROI
http://www.usais.org/articles/36087/1/Improving-Contact-Center-ROI/Page1.html
Sam Miller
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By Sam Miller
Published on 05/13/2008
To achieve high levels of contact center ROI, certain performance metrics should reveal positive figures In the same way, the performance metrics selected should provide a link between where a company is at present and where it wants to be in the future