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Intro
Start here for an introduction and to find out how to get the most from the Call Center Metrics School.
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Podcast
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Meet the instructors
Read bios for Strategic Contact consultants Lori Bocklund and Steve Suhn, the instructors for SearchCRM.com's call center metrics school.
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SEE ALSO - Topics Related to Intro:
Service level,
Quality monitoring scores,
Number of calls offered,
Forecasted calls/AHT vs. actual calls/AHT,
Cost per contact,
Metrics strategy and review,
Blocking rate,
Customer satisfaction,
Occupancy,
Schedule adherence,
Average handle time (AHT) |
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