In this brief podcast, hear how Lori Bocklund, President of Strategic Contact, defines blocking rate and learn why it's an important metric to consider in the call center.
| Related podcasts on call center metrics |
- Understanding average handle time (AHT) for the call center
- Understanding cost per contact for the call center
- Understanding customer satisfaction as a call center metric
- Measuring forecasted calls against handled calls in the call center
- 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
This was first produced in March 2008