Report on Call Center Measurements - Download Your Free Call Center Metrics That Matter
Report on Call Center Measurements - Download Your Free Call Center Metrics That Matter
 
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:
Call Center Metrics and Contact Center Measures That Matte Call Center Metrics That Matter
How to Define and Measure Key Metrics
Authored by Dick Bucci from The PELORUS Group
 
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:

The Call Center Metrics that Really Matter
 
Contribution call center metrics including customer Llfetime Value, Revenue per Call, Conversion Rate, Customer Retention and other contribution contact center measures  
Customer Delight metrics including Customer and Agent Satisfaction, First Call Resolution and other contact center metrics  
Business Intelligence call center measures including Root Causes of Customer Defections, Competitive Actions and Customer Satisfaction Trends
 
Workforce Optimization Technologies to Effectively Report on Call Center Performance Metrics and more!