In this introductory lecture, I prepare you for what we will do and learn in this section of the course.
In this lecture I introduce you to Contact Center Metrics concepts. We also download and install a Service and Support Reports and Dashboards app off of the AppExchange. Refer to the Resources folder for links to additional resources available with this lecture.
Resources:
Contact Center Best Pr...
In this lecture I share introductory information on common contact center KPIs such as CSAT - Customer Satisfaction. I also show you some of the resources that I have linked to.
Resources:
Understanding Call Center Analytics - https://www.salesforce.com/products/service-cloud/best-practices/call...
