In the second chapter of a discussion with contact center industry experts Brad Cleveland and Terri Pennypacker, the podcast explores the metrics and strategies contact center managers should embrace if they want to excel in the middle of a tidal wave of rising consumer expectations. If done well, customer contact centers can become customer engagement hubs that drive revenue and strategic goals -- rather than be regarded as a cost center.
New Face of Customer Service 2 | Pega Resources - Podcasts - Listen or read transcript on Metacast
