Contact Center Metrics That Matter with Roy Atkinson

Two weeks ago, I had the pleasure of meeting Roy Atkinson, a senior writer and analyst for HDI and an all around customer service advocate. I had interviewed him for our 2015 customer service influencers report, but I was fortunate enough to be able to drive up to meet him in person and hear his presentation on metrics in the contact center.

I got a great education on contact center metrics during the presentation, and, with Roy’s blessing, I hope to pass some of those teachings onto you.

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