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Measuring call center key performance indicators to optimize cost, quality
In this podcast, listeners will find out which call center key performance indicators (KPIs) have the biggest impact on the bottom line and the customer experience. Get tips from a call center me Podcast
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Customer value management with Don Peppers
Every organization approaches customer value management in a different way. Business size, industry and company type are just a few of the factors that impact the way an organization creates value for its customers. In the August installment of our p... Podcast
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Measuring forecasted calls against handled calls in the call center
Hear advice from call center consultant Steve Suhn on how to measure forecasted calls against the number of handled calls for the call center in this podcast. Also, learn about forecasting average handle time (AHT). Podcast
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Introduction to the Call Center Metrics School
In this introductory podcast, learn how to get started with metrics strategy using the tools in the Call Center Metrics School.
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Understanding customer satisfaction as a call center metric
In this podcast, learn how to measure customer satisfaction and why it is an important metric for the call center. Podcast
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Understanding cost per contact for the call center
Wondering how to define and measure cost per contact and cost per call? Learn why these are important metrics to consider in the call center in this podcast. Podcast
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Understanding quality monitoring for the call center
In this podcast, you'll learn the definition for quality monitoring and learn how to track quality monitoring scores in this podcast. Podcast
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Designing a call center metrics strategy
In this podcast, get advice from Lori Bocklund and Steve Suhn of Strategic Contact on the top 10 metrics to consider in the call center. Podcast
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Understanding call center schedule adherence
Learn how call center schedule adherence should be measured in this podcast and discover why it is important for call center scheduling and staffing. Podcast
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Understanding blocking rate for the call center
In this brief podcast, hear a definition of blocking rate in the call center and learn how to incorporate this metric into your call center strategy. Podcast