If Customer Satisfaction IVR survey results are used to measure customer satisfaction, then what are the best metrics to measure efficiency (cost) in an inbound environment?|||http://www.tmcnet.com/channels/workforce鈥?/a>
IEX Solution Applies Inbound WFM Techniques to Outbound Environment
By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions
What you want may be here...
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