At home agents, Contact Center, Service level and Wait times

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What key metrics should call centers measure for voice, chat, email, and SMS?

Call Center

Call Center Metrics At home agents Average Handle Time

PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center

pindrop

APRIL 30, 2020

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. INSIGHT 2: THE WAVE HITS IN EARNEST.

Contact Center

Contact Center Banking Government At home agents

Customer Contact Central

Call Center Metrics and KPIs to Measure Performance and Productivity

PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center

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