What are the best metrics to measure efficiency (cost) in an inbound environment?
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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?
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Answer:
http://www.tmcnet.com/channels/workforce-optimization/workforce-optimization-articles/IEX-inbound-outbound.htm IEX Solution Applies Inbound WFM Techniques to Outbound Environment By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions What you want may be here... gl
zeinab20... at Yahoo! Answers Visit the source
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