In this brief podcast, learn how to measure customer satisfaction and why it is an important metric for the call center from Lori Bocklund of Strategic Contact.
- Visit the Call Center Metrics School.
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Understanding customer satisfaction as a call center metric
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• Firefox: Right Click > Save Link AsRelated 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
- 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 published in March 2008