Handbook of Contact Center Metrics

Download now to understand

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

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.

Contact center metrics when measured correctly allow organizations to understand varied hindrances in offering a quality customer experience. A lot of metrics can also be leveraged as a tool to improve the overall process efficiency, which will impact revenue and profits positively.

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.

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