In this brief podcast, learn how to measure call center schedule adherence and why it is an important metric for scheduling and staffing for the call center from Lori Bocklund and Steve Suhn of Strategic Contact.
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Understanding call center schedule adherence
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- Understanding blocking rate 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 service level for the call center
- Designing a call center metrics strategy
This was first published in March 2008