Expert guide: Call center metrics

Get the best practices, new trends, and top strategies to improve your call center.

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Customer service is a cornerstone for most businesses, and metrics have been used for years to measure call center operations. But now that technology is evolving, the need to zero into customer needs has become priority, and many are upgrading their call centers to fulfill this new requirement. This e-guide provides the need-to-know tips, tricks, and best practices to improve your call center and keep agents and customers happy and loyal.

Featuring expert advice from:

  1. Donna Fluss, founder and president of DMG Consulting LLC
  2. Justin Robbins, manager of training and development, ICMI

Learn top tips for benchmarking call center metrics, including the industry standards for:

    • Customer satisfaction (CSAT)
    • Forecasted calls vs. actual calls
    • Number of calls offered and abandoned calls
    • Occupancy/utilization
    • And many more

Begin crafting your call center improvement plan.