June 10, 2011

Norwegian Teleopti WFM customers exchanged experiences

On May 31, 15 of our Norwegian customers met during a one day event to discuss analytics and monitoring. The roundtable format allowed for an open exchange of ideas and experiences. 

The Experience exchange was held at the accommodating Thon Hotel Bristol in central Oslo.

Among the many important KPIs that were discussed, both customer and agent satisfaction were emphasized. "First call resolution" was also discussed as a crucial metric for todays call centers where the focus is moving from control of operational metrics such as handling time, to solving the customer’s issue.

The discussions continued during the much appreciated lunch.