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Tag Archives: Call Center Metrics

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All Resources, Call Center, eBooks, Member, Whitepapers

Introduction to Insourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations

Posted on August 21, 2020 at 1:51 pm by / 1 Comment
This free 44-page eBook is an introduction to Insourced Contact Center KPIs including definitions, information on the importance of each metric & key correlations for 41 Insourced Contact Center metrics. A brief overview of each metric is listed below. To download the complete ebook with expanded definitions, formulas and correlations, you must become a member.… Read More
All Resources, Desktop Support, Member, Metric of the Month, Service Desk

Customer Satisfaction | Metric of the Month

Posted on June 16, 2018 at 8:45 am by / 0
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect relationships for the metric. The purpose of the column is to familiarize you with the KPIs that really matter to your organization and to provide… Read More
All Resources, Call Center, Member, Whitepapers

Top 5 Customer Service Call Center Key Performance Indicators

Posted on November 6, 2017 at 1:49 pm by / 0
. How Does YOUR Call Center Stack Up? Call Center KPIs The Five Most Important Performance Indicators for Customer Service Call Centers Introduction Today’s call center technologies and reporting packages make it easy to capture copious amounts of performance data.  Most call center managers can tell you everything from last month’s average speed of answer… Read More
All Resources, Call Center, Member, Recorded Webcasts

Unleashing The Enormous Power of Call Center Key Performance Indicators! | Full Video Recording

Posted on June 9, 2015 at 1:00 am by / 0
On this page, you can view and download the slides and watch the full recording of ”Unleashing the Enormous Power of Call Center Key Performance Indicators’! Join the thousands of regular attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance. Here’s what some of our viewers said about this presentation: “1st MetricNet seminar – will be… Read More
All Resources, Call Center, Member, Recorded Webcasts

Call Center Best Practices | Full Video Recording

Posted on November 11, 2014 at 3:34 pm by / 0
On this page, you can view and download the slides and watch the full recording of “Call Center Best Practices”! Customer expectation is that you are available 24 X 7, and provide flawless service, on demand! Yet most companies have minimal direct contact with their customers. In this presentation, MetricNet will share the Key Success… Read More
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All Resources, Benchmarking Statistics, Member

10 Key Stats From Our 2013 US In-House Call Center Benchmark

Posted on April 30, 2013 at 3:01 pm by / 0
The results of MetricNet’s 2013 United States In-House Customer Service Call Center Benchmark are in! The data includes 6 types of metrics and 21 Key Performance Indicators. In this article, we will highlight 10 key statistics that all Customer Service Call Center professionals should be aware of. To continue reading, you must become a member.… Read More

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