All Resources, Call Center, eBooks, Member, Whitepapers
Introduction to Insourced Contact Center Metrics | 41 Definitions, Formulas & Key Correlations
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
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
. 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
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
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
All Resources, Benchmarking Statistics, Member
10 Key Stats From Our 2013 US In-House Call Center Benchmark
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