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Contact Center Evolution
Reactive Wave 2: Wave 3:
Relationship Experience
Wave 1:
Interactions Proactive
Cost
Engagements
Transactions
Multichannel, Enterprise
ACD, IVR CTI, IVR, Segmentation Expertise, Social Media
Average Hold Time Wallet Share Net Promoter Score(NPS)
Average Speed to Answer Occupancy Customer Satisfaction First Contact Resolution
Cost per call Closure Rates Customer Effort Score (CES)
Omni-Channel
Uni- Channel Multi-Channel
Customer Collaboration
Call Centre Contact Centre
