Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?
BlueOcean
OCTOBER 6, 2020
Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Measuring your current contact center outsourcer’s performance must go deeper than default metrics. Are Your Customers Happy? How do those NPS and CSAT scores look?
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