Special Report: Financial Call Center Best Practice

The shift from qualitative metrics to qualitative measures has been the topic of hundreds of articles posts. But what are Call Centers and Contact Centers actually doing? How much progress has there been in this transition? What are the financial service call centers tracking, surfacing on their dashboard and including in their scorecards? This report provides insight into this topic as well as the progress towards customer centricity and whether having a Chief Customer Officer or Customer Experience Officer actually improves customer focus.

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