Understanding quality monitoring for the call center
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In this brief podcast, hear the definition for quality scores from Lori Bocklund and Steve Suhn of Strategic Contact and learn how they are used for quality monitoring as part of a metrics strategy in the call center.
| 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
- 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 call center schedule adherence
- Understanding service level for the call center
- Designing a call center metrics strategy