The Metrics Gap

Author: Robin Gareiss, CEO and Principal Analyst

Table of Contents
  • Executive Summary
  • State of the Market
    • Voice of the Customer
    • Agent Analytics and KPIs
  • Closing the Metrics Gap
    • Identifying the Right Metrics
      • Five Key Metrics: VoC
      • Five Key Metrics: Agent Analytics
    • Developing a Sound Strategy
  • Conclusion and Recommendations