Last week, Fonolo hosted a Google Hangout to discuss the future of call center metrics. This great panel of industry experts shared their comments and stories on some of the biggest stats, trends and best practices. To save you some time, we’ve extracted video snippets from each topic.
First, let’s take a quick look at the panellist introductions: Jim LeMere, Director, Insurance Operations Customer Contact Center, Northwestern Mutual, Kevin Brown, Managing Director, VoxPeritus and Shai Berger, CEO, Fonolo. Continue reading