Being able to deliver a delightful customer experience can be the difference between the success or failure of a business — and that makes a 360-degree view of contact center performance management an imperative, as discussed in my previous No Jitter post, “Delivering Omnichannel Experience in Multichannel World.” Exploring this idea further, it’s also important that organizations get a customer’s perspective on how the contact center is performing.
Performance management looks at your environment to get an understanding of the customer experience — are all systems up and running?
