Full Episode βTo change the contact center perspective from being just a support function to a growth driver, traditional metrics are not enough. You need to connect and build your own KPIs in a way that directly relates to revenue generation or cost savings with actual numbers. Not intuition, not aspiration, but actual figures.β - MAZEN MOUSTAFA
Mazen Moustafa - "From Support Function to Growth Driver: Strategic Planning for Contact Centers" Page 3 Page 5