Metrics

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....

No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today,...

Contact center days are jam-packed with activity. It's easy to lose sight of the thread that should tether contact center performance metrics to what...

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...

Devil’s advocate, according to the American Heritage Dictionary of Idioms, it means: “One who argues against a cause or position either for the sake...

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the...

The amount of information that contact center leaders have access to is phenomenal. We live with it every day, so we tend to take...

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...

While the contact center environment has evolved a great deal over the past decades, some metrics have not. Many centers focus on metrics that...

I want to talk a little about why service metrics (e.g., Service Level, ASA, Abandon Rate or Max Delay) are so important and why...

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often...

We have a great many data points at our disposal in contact centers. The best ones, though, are not necessarily those that are the...

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...