Many call centres rely on traditional metrics such as call durations, talk time etc. The truth is…..many of these metrics don’t tell you the whole story. According to Gartner, organisations that prioritise the customer experience generate 60% higher profits than their competitors.

Today there is a far greater importance on the quality of interaction and the level of service provided. Attracting and retaining customers is all about providing choice and different ways to fulfil the customers needs.

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