There is a lot of industry buzz about key performance indicators (KPIs), but most contact centers are only equipped to optimize their KPIs locally. With the increasingly competitive global economy, businesses need the contact center to optimize not just for service levels, but for business outcomes such as profitability, customer retention, and customer satisfaction, and to do so globally across contact centers. Read this white paper to learn how adding cloud-based global analytics-driven routing can maximize contact center business outcomes, such as efficiency, sales, and customer satisfaction.
