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Contact Center Metrics – Vicious Cycles

By Chris Recio, Dir. Contact Center & Advanced Applications For part two of our Art of Reporting series (see our first post here), we'll go over some metrics that occur just before the caller reaches a contact center agent: call abandonment rate, average speed of answer, and average queue time. Call…

Contact Center Metrics – Setting the Foundation

By Chris Recio, Dir. Contact Center & Advanced Applications To start off our Art of Reporting Series, we'll dive in to one of the most common metric that the industry looks to: Service Level and Response Time. This is a critical metric for setting goals within the contact center. This metric…

Contact Center - The Art of Reporting

By Chris Recio, Dir. Contact Center & Advanced Applications In my years of meeting with customers who maintain contact centers, there are often asked questions: “What reports should I be using when managing my contact center? What metric would point to a staffing problem? What is the industry…