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We take a deeper dive into the call center metrics that you need to be looking at daily and intraday to have the most efficient call center possible!

We break down:
Service Level
Average Handle Time 
Average Speed of Answer 
Occupancy
Abandonment Rate
ACW/Wrap Time
Average Time in Queue

We show why these metrics are so important in benchmarking efficiency in your call center
 
Blog Post Link:
https://expiviausa.com/call-center-metrics-101/

The "Advice from a Call Center Geek!" podcast is sponsored by Expivia Interaction Marketing, a leader in USA call center/customer service outsourcing.  Check Expivia out at www.expiviausa.com 

 

Text me: 814.247.0366
Follow me: @tlaird_expivia
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Watch us: Advice from a Call Center Geek Youtube Channel 

 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/
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Watch us: Advice from a Call Center Geek Youtube Channel