Articles tagged: "contact center"

1: Measuring ROI On A Call Center Investment

Traditional ROI calculations use the level of profit generated by an asset divided by the value of the asset and expressed as a percentage That 's fine but when we seek to ascribe a value to non-profit generating assets we need to look at ways in which we can quantify the value that the call center is contributing to overall business operations

2: Call Center Performance Management

Call centers seek to challenge their practices, to employ new methods to get a comprehensive view of the performance metrics.