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Work in a contact center with less than 75 agents? This is the space for you to ask questions, share unique challenges, and offer up advice.

Calculating baseline metrics Messages in this topic - RSS

jcontizano
jcontizano
Posts: 1


16 days ago
jcontizano
jcontizano
Posts: 1
Hello all,

We are a growing contact center with less than 75 agents. We will be implementing baseline metrics for our teams, one question that has come up is most of our leadership team wants to use averages to determine performance metrics. is that the best strategy, or are there other recommendations you'd offer?

We'll be implementing a small number of metrics to start (target is 3-4) and expand as we move forward. Thanks
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