Abandon rate call center workforce Customer Care Sales 
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. There are KPIs that may be considered basic to the contact center. Abandon rate. The inverse of the answer rate. Agent status.
Playvox
JUNE 22, 2023
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. Are your customers happy?
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