A key performance indicator is a measurement that indicates how well a business is reaching important objectives. Incorporating smart KPIs into everyday interactions should increase
Running a contact center often feels like a balancing act. You have to juggle great (and speedy!) service while ensuring agents aren’t overworked. Misjudge this
In this post: Why must contact centers measure ASA? How to measure the average speed of answer Long average speed of answer explained How to
In this post: What is an inbound call center? Key metrics for inbound call centers Three skills the best call centers have What is an
What would you learn if you could get inside your customers’ heads? If you knew what they love about your products and call center services…
I recently had to remind a person under 25 that I grew up without a cell phone. There was only a landline and it didn’t
Contact centers have a history of relying on shaky performance targets. So which call center metrics do you really need to track? There’s a legacy
