What is the best public source for call center
metric information and how should this information be used when creating a new or improving an
existing call center?
* If you want a toolkit on call center measurements, check out Prosci.
* ICMI has articles, publications, web seminars, and courses on call center metrics -- visit www.incoming.com.
* Benchmarking data is available at Purdue's benchmark portal.
* If you want help developing a metrics strategy, Vanguard Communications can help. There is also an article there about how we see metrics changing in the contact center. The Vanguard website site also lists other resources that you may want to check out, including publications, online resources, conferences, and more.
This was first published in September 2003