Top Call Center KPIs to Track in 2016 [Slideshow] - Talkdesk - ContactCenterWorld.com Blog
Being a call center manager can be a challenging job because it requires both juggling the increasing demands of customers and coordinating the logistics a naturally chaotic and fast-paced environment. The lives of call center managers are made much easier when they are able to identify inefficiencies and areas for improving productivity in their call centers. Acting on this information in turn can have a positive impact on customer service quality.
For this reason, we’ve put together a slideshow outlining the top call center Key Performance Indicators (KPIs) that will help call center managers improve the performance of their team. In this slideshow you will learn:
- The six call center KPIs every call center manager should be measuring.
- Actionable tips for improving your KPIs.
- The average values Talkdesk users had for their call center KPIs in 2015.
View the slideshow here to run a more data-driven call center.
Publish Date: January 22, 2016 5:00 AM
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|3.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
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