| Get
Your Free Call Center Metrics Guide! |
As the premier provider of
call recording, call center quality assurance and workforce
optimization solutions, VPI is pleased to offer you the following
resource guide: |
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Call
Center Metrics That Matter
How to Define and Measure
Key Metrics
Authored by Dick Bucci from The
PELORUS Group |
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Now
more than ever, contact center managers and executives need to
be proactive in helping their organizations accomplish strategic
and tactical goals, but with so much data available there's a
tendency to rely upon the tried and true call center metrics that
everyone tracks. Successful managers know the call center metrics
that matter, understand contact center metrics best practices,
and utilize proactive technologies that enable them to monitor
call center measures to identify and optimize rather than wait
and react. This guide includes:
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The Call Center Metrics
that Really Matter
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Contribution call
center metrics including customer Llfetime Value, Revenue
per Call, Conversion Rate, Customer Retention and other contribution
contact center measures |
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Customer Delight
metrics including Customer and Agent Satisfaction, First Call
Resolution and other contact center metrics |
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Business Intelligence
call center measures including Root Causes of Customer Defections,
Competitive Actions and Customer Satisfaction Trends
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Workforce Optimization
Technologies to Effectively Report on Call Center Performance
Metrics and more! |
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