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In this episode, we have a detailed discussion of my 5 1/2 favorite call center and contact center metrics that we look at and benchmark.  Some tell the story as key benchmarking metrics, and some can tell you if something is a little off.

When you put all of them together, you have a great idea of what is happening in your contact center.

The metrics discussed are:

Service Level
Average Handle Time
Occupancy
After Call Work
Agent/Customer Sentiment

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 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel