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It is both a process and an application. And for contact centers it’s a way to approach data-driven management and apply it to correct adherence issues. However, even as other technology solutions and best practices habits have been embraced by the contact center industry, performance management continues to lag behind.
The question is, “Why?” While there are unique qualities to running a contact center as opposed to some other type of business, measuring the performance of quantifiable business activities is no less important here than in any corporate operation. Or to put it simply, find out what’s not working right, and correct it.
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