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For clarification of what you are looking for.. Specifically you want information for contact centers in finance and/or insurance. The relationship between call time etc... and revenue? I work for an insurance company and can tell you that the measures or KPI"s used that are tied to business value may be a bit surprising. The reality isn't reflected in KCS. I would be happy to discuss these but I can't send that material to you. I do have a number of documents that are finance / insurance KM but they are probably things that you have already. Let me know, if you want to follow up.
On Thu, Jun 8, 2017 at 8:42 AM, joanna_pierce@... [sikmleaders] <sikmleaders@...> wrote: