CRM Metrics strategy and review:
Metrics strategy and review
Visit this section to get a review of the lessons in the school and to hear a comprehensive 20-minute podcast on metrics strategy featuring Lori Bocklund and Steve Suhn of Strategic Contact. Also find a downloadable PDF chart you can use to reference the top 10 call center metrics and those on Strategic Contact's "honorable mention" list.
Additional metrics advice:1 - 3 of 6
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.
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.
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 takeaway guide:1 - 1 of 1
Download - Learn the top 10 metrics to measure as well as those metrics on the honorable mention list in this printable metrics chart by call center experts at Strategic Contact.
Final exam on call center metrics:1 - 1 of 1
Final exam - After you've gone through the 10 lessons in the call center metrics school, test your knowledge in this final exam.
Metrics strategy podcast:1 - 1 of 1
Podcast - In this podcast, get advice from Lori Bocklund and Steve Suhn of Strategic Contact on the top 10 metrics to consider in the call center.