The contact center metrics are the essential components that help determine the efficiency of contact center agents, their level of accuracy in service delivery and various others. While measuring thousands of such metrics is worthy, being aware of the most significant contact center metrics that can help improve the agents’ productivity is important.

From First Call Resolution (FCR), Average Handle Time (AHT) to Customer Satisfaction (CSAT) Score, this eBook is a collection of top industry standard KPIs that you should be aware of to thrive in the contact center industry and help agents deliver a better performance.

Download the eBook now to:

  • Learn about the most common Contact Center Metrics.
  • Understand their role in improving the agents’ performance at the contact center.
  • Determine the metrics that you must control to deliver better customer service.

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