Metrics. Numbers. Data. If you feel inundated by numbers and are wondering how to sort through the various metrics you need to be tracking for a call center or your customer service department, you’re certainly not alone. In this post, we’re going to discuss average handle time, specifically, and give you the ins and outs […]
One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, this easy access often results in a short-sighted assessment of what the numbers really mean. Five Key Metrics to Assess Contact Center Agents Following is an […]
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