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Posted by on in The @PresenceTech Blog

A common theme that we pick up in every Contact Centre is that they track their KPIs. Assiduously. No, fanatically. In fact, a cynic might say that the Contact Centre is set up to serve its KPIs and not its customers. Traditional theory is that if you hit your KPIs then you’re doing well in the Contact Centre. And once you’ve hit them, then let’s raise the bar a little more and we’ll be doing even better. Let’s add to that a high positive Net Promoter Score, and all’s well. Or is it?

Big Data. Big Deal? (Part I)
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