What are the metrics that a high-performing CX team needs to measure and why?
What does the data show about how processes and technology impact agent productivity and engagement?
What are the greatest untapped opportunities to improve operational efficiency and customer outcomes?
What are the greatest risks that companies should be aware of when moving to distributed teams?
Other granular benchmarks on utilization, true handle times, productivity loss and opportunities, data loss risks, the impact of your tech stack on agent utilization, and more.