Posts tagged "contact centre KPIs"

Leading a team of people can be like herding cats

Contact Centre Management Tips – Traits of Good Leaders

November 10th, 2017 Posted by Contact Centre Management, Workforce Management

Being a good leader is a key element in seeing your contact centre achieve success, time and again. Here are our six tips on great contact centre leadership.

first call resolution

How to Implement and Measure First Call Resolution Effectively

July 27th, 2017 Posted by Contact Centre Management, Customer Experience

First Call Resolution Rate (FCR) is considered to be perhaps the most important metric – but are you measuring it correctly?

contact centre costs

Does Better Customer Service Really Increase Costs?

April 28th, 2017 Posted by Contact Centre Management, Customer Experience

Do contact centre costs increase when staff focus on improving first call resolution rather than average call time and no of calls?

Contact Centre KPIs

Creating and Measuring KPIs in Your Contact Centre

October 21st, 2016 Posted by Business Intelligence, Contact Centre Management, Workforce Management
The old adage “You Can’t Manage What You Can’t Measure” is very relevant in the Contact Centre environment. Typically each area has (more…)