Sign up to get full access to all our latest content, research, and network for everything customer contact.

Definitions of Key Call Center Metrics

Shawn Siegel

Because call center operations must be uniquely suited to the needs of the businesses they represent and the customers they serve, there is no one-size-fits-all approach to performance management. When selecting which metrics to measure--and on which of those measurements they will base their strategic decisions--leaders must consider the unique and specific ramifications for their organizations. Aware that different businesses will have needs, we have compiled a brief set of definitions fo...
To continue reading this story get free access