Benchmarking: Identifying the Right Metrics and KPIs

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Evan Dobkin, Senior Manager, Product Marketing at Talkdesk
Jeff Rumburg, Managing Partner, MetricNet

Identifying, tracking, and reporting on the right metrics and KPIs is critical for the management of the contact center. Everything from the strategic positioning of the contact center to staffing, scheduling, and operational needs depends on getting the metrics right. Benchmarking helps organizations understand where they can improve and where they are excelling compared to the competition.
In this on-demand webinar, benchmarking expert Jeff Rumburg will discuss current statistics and best practices for measuring progress towards your contact center’s goals.

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