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How to Collect and Respond to VOC Data

Data, data, data. There's no shortage of reporting in the contact center, but what's the best way to use all that information? What's the best way to collect customer feedback, how do... Read More

5 Practical Actions to Improve Customer Satisfaction

More and more companies are surveying their customers following interactions, asking them to rate their experiences. The survey they use may be Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score,... Read More

A Better Way to Measure Your Contact Center Success

Join Bob at Contact Center Expo & Conference, where he'll deliver a session to help you re-evaluate your contact center metrics and drive success. No matter your role in the contact center,... Read More

How to Build a Better Agent Scorecard

Agent scorecards can be a polarizing topic in the contact center industry. Which performance management standards are best to include? What's the most effective way to ensure consistent scoring? Should "scorecards" even... Read More

Metrics that Belong on Every Dashboard

The contact center is a dynamic environment. From one day to the next, the challenges may vary. With so many external factors impacting how our day will go, knowing what other departments... Read More

Looking at Contact Center Metrics in a Customer-Centric Way

Contact Centers, as an industry, have been around since the advent of telephony technology.  That technological era has also enabled us to measure and track contact center activity quite accurately.   For... Read More

The Smiley Face Index: The One Metric Your Contact Center is Missing

There are a lot of metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result... Read More

Schedule Adherence: Have Your Cake and Eat it,Too

In most contact centers, talking about adherence is a sticky situation.  If it means giving great customer service, we don’t worry about being “stuck” on a call.  It shouldn’t happen every call,... Read More

Defining Quality in Customer Service

With customer expectations evolving so quickly, we’re often asked a basic (and important!) question: What is quality in customer service? Related questions often follow: Who determines what quality is? How should we... Read More

Who Should Drive Contact Center Performance?

Join Patrick at Contact Center Demo & Conference! He'll be leading a session on the role technology plays in engaging customers. Each contact center is its own little microcosm with its own... Read More

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On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
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