We truly do live in the age of information overload, which can make cutting through the wealth of data to get at what actually matters seem almost impossible. Effective call centers have learned to keep on top of the call… Read More
Posts Tagged ‘call center metrics’
Common Call Center Metrics Mistakes: Part 2
Last week on our blog, we talked about a couple call center metrics that typically get measured or interpreted incorrectly. This week we’re back to finish up that list, so your call center can be on the road to success… Read More
Common Call Center Metrics Mistakes: Part 1
We know that call center metrics aren’t everything, but they are still something. Call center metrics provide an empirical report on the success of your call center, and tell you ways you’re succeeding and ways you can improve. However, there… Read More
Call Center Metrics Aren’t Everything
When you’re talking about an inbound call center or answering service, a term that gets thrown around a lot is “metrics.” We’re not talking about meters and liters, we’re talking about things like first call resolution, average handling time, and… Read More