Accountability Caller satisfaction First call resolution Meeting 
Calltools
JUNE 9, 2021
A long average handle time is not only a sign that your caller satisfaction can be improved, but also that your agents may need additional training in efficient handle time. After Call Work Time. While most inbound KPI metrics affect customer service, after call work time is a sign of operational efficiency. Answer speed.
Callminer
OCTOBER 11, 2018
To gain some insight into these commonly-overlooked and often-undervalued metrics, we reached out to a panel of call center pros and business leaders and asked them to answer this question: What’s the single most undervalued / overlooked call center metric (and how can companies do a better job of leveraging it)?
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