How do call centers gauge areas of weakness and strengths of their agents? Call centers implement metrics to help track performance of agents and to get insight into where to improve customer service and the overall customer experience.
Implementing call center agent performance metrics is not, by any means, a new trend. But, with so many to choose from, how can you determine if you’re using the metrics most suitable for your call center needs?
We’ve put together a list of key call center agent performance metrics your call center should be implementing, including:
- Forecast Accuracy
- First Call Resolution Rate
- Average Handling Time
- Contact Center Efficiency
- Contact Quality
[FULL BLOG POST]
This post originally appeared on CallMiner.