Enterprises Falling Short on Strategies to Move to Modern Customer Engagement According to Aspect Software’s Contact Center Benchmark Survey

Enterprises Falling Short on Strategies to Move to Modern Customer Engagement According to Aspect Software’s Contact Center Benchmark Survey



PHOENIX–(BUSINESS WIRE)–As traditional call centers evolve to become Customer Engagement Centers, the measurement of customer experience success must also evolve. The objective of Aspect Software’s Contact Center Self-Assessment Benchmark is to understand how enterprises are embracing this change via people, process and technology improvements. An example of this is the changing relevance and usage of performance metrics such as Average Handle Time – just one key customer engagement metric wh

Source: Business News