Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World
Monet Software
JULY 30, 2019
You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. With today’s software technology, analytics such as speech analytics and text analytics can also provide a clearer picture of the contact center performance. This way you will be able to measure something tangible.
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