Metrics strategy and review

Call center performance metrics to use when starting a new center

Ask the Expert -  Lori Bocklund discusses which call center performance metrics are most appropriate for a brand-new call center. Metrics like abandon rate and first call resolution are very important, she says.

Are call center metrics changing to account for customer intelligence?

Ask the Expert -  Metrics are changing as call centers want to understand not just why their customers are calling, but who is calling, and what we can do for them or with them.

Build a call center strategy using best practices for call center metrics

Ask the Expert -  According to Lori Bocklund, you need to set call center targets based on many factors about your business. Learn how to build your call center strategy using best practices for metrics in this expert tip.

Call center metrics FAQ

FAQ -  These frequently asked questions offer insight into effective call center metrics.

The Executive Guide to Call Center Metrics

Chapter Download Library -  In this sample chapter from "The Executive Guide to Call Center Metrics" by James C. Abbott, you'll find a guide to call center metrics and their uses. This chapter includes information on choosing which metrics to use, how to build and format reports...

What metrics best measure call center efficiency?

Ask the Expert -  According to Lori Bocklund, every call center needs to define a metrics strategy -- and all metrics taken together will measure call center efficiency.