Call center software and metrics:

• Using call center quality metrics to measure email, chat and phone interactions

  Answer - Expert Lori Bocklund explains which call center quality metrics should be used to measure customer interactions in a mutli-channel call center. 13 August 2008

• Can interactive voice response systems recognize abandoned calls?

  Answer - Learn how to use your interactive voice response system to get metrics on abandoned calls in this expert tip. 08 July 2008

• Measuring chat session average handle time (AHT)

  Answer - It is possible to measure average handle time (AHT) for online chat sessions, says Lori Bocklund. Lori explains how to go about measuring AHT online in this expert tip. 08 July 2008

• Volume metrics vs. call center performance metrics

  Answer - Not sure if you should use volume metrics or performance metrics in the call center? Lori Bocklund discusses which type is best in this expert tip. 06 June 2008

• Measuring individual employee performance in the call center

  Answer - Expert Lori Bocklund gives tips for measuring individual employee performance in the call center in order to meet targeted service levels. 04 June 2008

• Managing call routing technology in the call center

  Answer - Expert Lori Bocklund gives best practices for managing call routing in the call center and explains how to develop a call routing strategy. 14 April 2008

• What type of call queuing is right for our call center?

  Answer - Expert Lori Bocklund explains what factors to consider when deciding on a call queuing or call routing strategy. 14 April 2008

• What's the best ratio of employees to supervisor in the call center?

  Answer - Lori Bocklund discusses the best ratio of employees to supervisor in a large call center. 14 April 2008

• Call center forecasting: How can we predict call volume?

  Answer - In this expert resonse, Lori Bocklund gives tips for predicting call volume in a new call center. 13 March 2008

• Is a blocking rate of zero possible in the call center?

  Answer - Find out when a blocking rate of zero is possible in the call center. 13 March 2008