"Ultimate Guide to Call Center Metrics that Matter Most"
Evolve IP has created this guide to help call center professionals identify where to focus to maximize the value of their data.
There are many metric goals for a call center. Some of these metrics are captured in the phone system, others require additional systems or processes to collect data, and others require that you marry up the data from multiple systems to give you a holistic picture.
Customer & Employee Satisfaction
Workforce Management (WFM)
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