All ResourcesArtificial IntelligenceBenchmarking StatisticsCall CenterRecorded Webcasts Contact Center Training | Benchmarks From the Front Lines of AI – The Unique Metrics of AI The promise of Artificial Intelligence in contact centers is undeniable, offering unprecedented opportunities to streamline operations and elevate the customer experience. However, its true value can only be realized by…Jeffrey RumburgApril 24, 2025
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 9 | The Metrics Hierarchy https://youtu.be/JuHQksBqh0Q Future courses will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the scorecard template…Angela IrizarryMarch 16, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 8 | The Agent Balanced Scorecard Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the scorecard template here.…Angela IrizarryMarch 8, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 7 | Process Maturity Drives Performance https://youtu.be/qHTGv-cpYZg Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryMarch 7, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 Part 3 | How to Benchmark https://youtu.be/LE0Ilg1EDCU Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 24, 2023
Short Abandons | Best Practices for Measuring Call Abandonment Rate All ResourcesCall Center Short Abandons | Best Practices for Measuring Call Abandonment Rate One of the challenges call centers face is how to handle short abandoned calls. When a customer hangs up before reaching an agent, it's considered an abandoned call. But is…Angela IrizarryFebruary 24, 2023
Strategies to Reduce Wasted Time in the Contact Center All ResourcesCall Center Strategies to Reduce Wasted Time in the Contact Center In a contact center, wasted time is any time that is not spent handling customer inquiries, resolving issues, or performing other value-added tasks. Measuring and reducing wasted time is critical…Angela IrizarryFebruary 24, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 Part 2 | How to Benchmark https://youtu.be/VFEbYr8vBHI Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 23, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 | How to Benchmark https://youtu.be/elKD8qedNTE Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 5 | Industry Benchmarks https://youtu.be/-1KJa3TAvLY Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
