Measuring forecasted calls against handled calls in the call center
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In this brief podcast, learn why measuring the forecasted calls against the number of handled calls is an important metric for the call center. Also hear about forecasting average handle time (AHT) against the actual AHT from Steve Suhn of Strategic Contact.
| Related podcasts on call center metrics |
- Understanding average handle time (AHT) for the call center
- Understanding blocking rate for the call center
- Understanding cost per contact for the call center
- Understanding customer satisfaction as a call center metric
- Using number of calls offered as a call center metric
- Understanding occupancy for the call center
- Understanding quality monitoring for the call center
- Understanding call center schedule adherence
- Understanding service level for the call center
- Designing a call center metrics strategy