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Metrics strategy and review



Additional metrics advice
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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.
Call center performance metrics to use when starting a new center
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.
The Executive Guide to Call Center Metrics
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,...
What metrics best measure call center efficiency?
According to Lori Bocklund, every call center needs to define a metrics strategy -- and all metrics taken together will measure call center efficiency.
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