Definitions of Key Call Center Metrics



Shawn Siegel
08/01/2013

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...
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