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Calabrio

In the first six months of 2020, simply having an up and running contact center felt like a massive achievement. We strive for best-in-class contact centers, but what does that mean during a time of unprecedented uncertainty and change? Are there metrics that were once important that are now falling to the wayside? And conversely, are new metrics turning into key indicators of how your contact center is performing? Join Director of Product Marketing Brad Snedeker and Radial Customer Experience Manager Nicole Price as they unpack the stats that have traditionally been used to identify best-in-class contact centers, and how those may be changing. You may leave this session looking at Average Speed to Answer, Attrition and Absenteeism in a new way.