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Metrics strategy and review




Visit this section to get a review of the lessons in the school and to hear a comprehensive 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.
BROWSE SUBCATEGORIES:  Call center metrics takeaway guide (1),  Metrics strategy podcast (1),  Final exam on call center metrics (1),  Additional metrics advice (6) 
  Call center metrics takeaway guide: 1 - 1 of 1

Call center metrics guide

Learn the top 10...
  Metrics strategy podcast: 1 - 1 of 1

Designing a call center metrics strategy
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.
  Final exam on call center metrics: 1 - 1 of 1

Call center metrics school: Final exam
After you've gone through the 10 lessons in the call center metrics school, test your knowledge in this final exam.
  Additional metrics advice: 1 - 3 of 6

Call center metrics FAQ
These frequently asked questions offer insight into effective call center metrics.
Are call center metrics changing to account for customer intelligence?
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
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.
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