"The ACD reports of calls offered and answered within the threshold, this is the number 1 information because this is the basis of building your all the requirements for contact center."
- Rehan Ur Rehman, Head of Support Center- Customer Operations, Ufone, Pakistan

"Our customer satisfaction score is the key metric that determiens our success. We monitor this number real time and have an active feedback management process to ensure any shortcomings are addressed immediately. The customer's feelings about support are what drives us to be successful and to earn their high scores."
- Jeffrey Brooks, Sr. Manager, Support Services, Peak 10, United States

"4.7 on the C.O.P.C. methodology, to have a great balance in all SLA´s."
- Rodrigo Borgia, C.R.M. Operation Manager, Particular, Argentina

"Weekly dashboard. This report captures sales, conversion rates, quality scoring, customer VOC responses, efficiencies, etc."
- Teri Melone, Manager of Outsourced Call Center Ops, The Home Depot, United States

"Data or information that responds to the interests of clients in such a manner that they are able to transact import or export business at Customs in Ghana"
- Robert Mensah, Public Relations Officer, Ghana Customs Service, Ghana

"Difficult question to select only 1 but overall it's Quality for our centers. Returned Call Handled (RCH) enables us to gauge First Call Resolution (FCR) that we bump up against Customer Surveys. Strong reporting tools to analyze quality trending at the team level will tell you exactly how your performing overall."
- Ken Carosella, Partner / COO, SunSource America, Argentina

"Call Centre labour cost as a percentage of revenue."
- Cliff Wayenberg, Call Centre Manager, Vesta Payment Solutions Ltd., Ireland

"The number one piece of data that determines how successful we are is our interal employee survey. It is #1 because without the support of your employees you cannot be successful. It is all about having a happy healthy workplace where employees are dedicated and committed."
- Cheryl Vanditelli, Manager Alt Channel Underwriting, Scotiabank, Canada

"Customer surveys and e-mails of happy customers determine how successful our contact center is."
- Akin Arin, Contact Center & Customer Care Group Manager, Back Up, Turkey

"No doubt. The only one phrase is "customer satisfaction"."
- Julio Moretti, Director, G4 Solutions, Brazil

"First Call Resolution, because it's at the sweet spot where improving it decreases cost and increases satisfaction, i.e. no trade-off."
- Larry Eiser, VP, Call Center Operations, Duke Energy, United States

"The best piece of data about our performance is our first contact resolution statistics. As a government contact centre, our key measures are to supply accurate information. We have invested heavily in a knowledge management solution and a tiered service offering. The first contact stats help reinforce that this approach is paying dividends for us, and I can then benchmark that against other stats including customer satisfaction."
- Michael Clark, General Manager - Contact Centre, Workplace Authority, Australia

"Again, that would be customer satisfaction. We define KPI's or contact center metrics with the goal of improving the customer's service experience. High levels of customer satisfaction encompass all of the efforts that we make as managers to operate an efficient contact center."
- Geoff Assing, Senior Support Operations Manager, Lone Wolf Technologies, Canada

"Actual performance, productivity and financial volumes vs Plan and quality. By achieving the first three and ensuring the quality measurements have not dropped, we would be confident our plans were well targetted."
- Richard Upson, MI & Reporting Manager - Customer Experience, National Australia Bank, United Kingdom

"TIME OF RESPONSE"
- Andres Haddad, Coo, Exsoli, Mexico

"Service Level. Service Level meaning a lot of information regarding successful or not of our call center. If SL target achieve, it means we have good FSS and do real time monitoring,"
- Diana Dewi, Consultant, 168Solution, Indonesia

"We conduct "instant call backs" with customers. As soon as a call is complete a supervisor will call the customer back and ascertain, from the customer's perceptive, what level of service was delivered and what suggestions they may have to enchance their experience with us."
- Elaine Del Rossi, Client Experience Officer, HTH Worldwide, United States

"Customer Experience Measurement - listening to our customers allows use to refine and refocus our services to deliver better customer experience."
- Neil Barnes, Director, Io Speech Analytics Ltd, United Kingdom

"Given that our industy is quite fluid, our Operations Knowledge Center program is likely the most vital. Our team uses it to ensure they are following the correct procedures at all times."
- Jason Snell, Assistant Manager, Elavon, United States

"report"
- Yee Cheebeng, Service Delivery Manager, Trisilco Radiance, Malaysia

"First time resolution it determines how successful you have been in answering the customers question."
- Christine Ashworth, Head of Customer Service, Zendor GSI Commerce, United Kingdom

"Our customers place a great deal of emphasis on how quickly their calls are being answered and how often a caller needs to hold for 5 minutes or longer before the call is answered. Because of this, I would have to say that having an average speed to answer of less than 30 seconds helps us to determine how successful we are in our customer's eyes."
- Deborah Cahill, United States

"achieving the agreed SLA agreed with the clients. this is a measurable promise of quality."
- Sami Bahrawi, Managing Partner, FRONTLINERS, Saudi Arabia