Call Center Metrics

call-center-reports

Top 5 Contact Center Reports Supervisors Must Look At

Call centers have been around for a long time now and have gained even more importance in recent times since the businesses are increasingly going online. Call centers or contact centers are extensively used by businesses today to manage their customer service process. With businesses increasingly moving from legacy models to modern contact centers, they …

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7 effective strategies to improve agent productivity

How to Improve Agent Productivity – 7 Effective Strategies

Call centers are inherently seen as cost centers – cost of a lead, cost of conversion, cost of workforce, etc. As a result, BPO is a highly competitive sector with its own share of challenges (also read: Solving the Most Common Operational Call Center Problems) Agents are the foundation of a call center. And maintaining …

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call-center-metrics

15 Essential Call Center Metrics Your Business Must Measure

Collecting, analyzing and reporting information regarding the performance of the business is significant for organizational growth. Taking decisions that are critical to the business needs a closer look into each segment. In the customer service industry, businesses must track and improve the essential call center metrics to understand where the business is heading to and …

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