Contact centers are often the major link between companies and their customers. It is the contact center that can drive the customer to be an unwavering fan or a discouraged critic. And it is the experience provided to the customer by the contact center that separates the best from the merely passable. Interestingly, most contact centers are not created to be this customer service champion; instead they evolve from changing needs of the organization. Many companies discover they have become a contact center when they still thought they were just a retailer, bank, utility, or other organization.
To run a successful contact center, managers must understand and leverage their people and technology in new ways. Our technologies provide a tremendous amount of data, and the best organizations utilize this information to transform the business. With so much data available, leaders can become engulfed in reports, scorecards and dashboards without seeing any real improvement in customer service. Or worse, the customer experience can fall even while scorecards suggest otherwise. What data to focus on is driven by the metrics identified to evaluate and improve the organization, but what drives the metrics?
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Posted by servicelevelgroup 
SLG's Blog - Experts in Call Center Consulting 