Category: Call Center

How to Measure Call Center Performance – A Step-by-Step Guide

Business performance assessment and management is a daunting task that managers face on a daily basis. How are my employees performing? Are we improving the customer experience? Where can we improve?

These questions can be tough to answer, especially for a small or medium-sized company that can’t afford business intelligence applications with all of the bells and whistles or the luxury of bringing in a consulting firm to improve their operations.

This article will describe the basics of analyzing and benchmarking the performance of a Call Center, or Contact Center.

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