Additional metrics advice

EXPERT TECHNICAL ADVICE: 1 - 3 of 4

	What metrics best measure call center efficiency? 02 Apr 2007 EXPERT ANSWER - According to Lori Bocklund, every call center needs to define a metrics strategy -- and all metrics taken together will measure call center efficiency.

	Call center performance metrics to use when starting a new center 12 Jan 2007 EXPERT ANSWER - Lori Bocklund discusses which call center performance metrics are most appropriate for a brand-new call center. Metrics like abandon rate and first call resolution are very important, she says.

	Are call center metrics changing to account for customer intelligence? 12 Dec 2006 EXPERT ANSWER - Metrics are changing as call centers want to understand not just why their customers are calling, but who is calling, and what we can do for them or with them.

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REFERENCE & LEARNING: 1 - 2 of 2

	The Executive Guide to Call Center Metrics Written by: James C. Abbott | 12 Feb 2007 CHAPTER DOWNLOAD LIBRARY - This chapter from "The Executive Guide to Call Center Metrics" includes useful information on call center metrics and the best ways to determine which metrics to use.

	Call center metrics FAQ FAQ - Here you'll find FAQs related to call center metrics.

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	SEE ALSO - Topics Related to Additional metrics advice:  Final exam on call center metrics, Metrics strategy podcast, Call center metrics takeaway guide