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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
Net Promoter Score(NPS)
Average Hold Time Wallet Share First Contact Resolution
Average Speed to Answer Occupancy Customer Satisfaction Customer Effort Score (CES)
Cost per call Closure Rates Omni-Channel
Uni- Channel Multi-Channel Customer Collaboration
Call Centre Contact Centre
