Chapters
Transcript
Episode notes
1 2 3 4 5 6 7 8
Introduction
00:00 • 2min
Integrating New Channels Into an Omni-Channel Experience
02:17 • 2min
IVR, Interactive Voice Response
04:17 • 3min
Getting the Phone Picked Up Quickly Is Critical
07:05 • 5min
Outsourcing Contact Centers - What's the Latest Thinking?
12:21 • 3min
The Myth of Average Handle Times and First Contact Resolution
15:03 • 2min
The Importance of KPIs in Outsourcing?
17:20 • 2min
What Are Some of the Critical Success Factors?
18:58 • 4min