Call center metrics are the data you harvest from all the solutions you use to operate your call center, such as your call center management (CCM) and customer relationship management (CRM ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call ...

Companies must now focus on metrics that take into account the unique challenges of remote work. One important metric is agent availability and adherence. In a traditional call center, agents are ...

Measuring performance. Call center leaders use different metrics, like average handle time, transfer rate and customer satisfaction score, to determine how the center is performing. Editor's Note ...

But BI tools are only as useful as the level of expertise in the domain-specific metrics that are available ... Another metric emerging as a replacement to service level is first call resolution (FCR) ...

It's favored for its widespread understanding, research, and simplicity in conveying to stakeholders, serving as a prime indicator for quantitatively evaluating customer satisfaction with issue ...

A call center is a division of a business, or a third-party firm representing a business, that conducts inbound and outbound communication with prospects and customers. Small business owners often ...