New York Times Op-Ed Mentions Containment Rate
Fonolo
FEBRUARY 6, 2019
Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week! For more on that topic, see “ AI is Not Reducing Call Center Agent Employment.”
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