2003, Average Handle Time, Blog and Metrics

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics

Metrics Customer Care Average Handle Time outsourcing

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Are You Using 1999 Metrics to Measure 2019 Customer Care?

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