Average Handle Time call center workforce Customer Care Schedule adherence 
Global Response
DECEMBER 2, 2022
Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). KPIs useful for a real-time dashboard might include: Contacts per hour.
Playvox
JUNE 22, 2023
Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.
Expert insights. Personalized for you.
62 
Let's personalize your content