Request Information

Request Information

or Call 1.877.459.4347

Ultimate Guide to Call Center Metrics that Matter Most

Anyone working in a call center knows how critical metrics are to a successful organization. However, many companies don’t know how to determine which metrics they need to focus on.

Evolve IP has created this guide to help call center professionals identify where to focus to maximize the value of their data.

Summary

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.

  • Business Drivers
  • Quality Management
  • Customer & Employee Satisfaction
  • Workforce Management (WFM)

Samples

 

Clients We Work With

  • Company Profile

    Based in Northern New England, ClearChoiceMD treats urgent, non-life-threatening medical needs.

    Testimonial

    "With Cloud Connect, we have eliminated intermittent phone and internet service drops, increased the reliability of daily business tasks like writing e-prescriptions. We’ve even resolved printing issues. We have zero down time now as a result of connectivity because we’re always up and running.”

    Alex Fuchs, IT Director for CCMD

  • Company Profile

    CCI Health & Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience.

    Testimonial

    “Usability is one of the most important factors in selecting technology solutions. We needed a solution that our staff could learn quickly and rely upon each day through high call volumes. Evolve IP emerged as best choice and the deployment has been very successful.”

    John Torontow, MD, MPH Chief Operating Officer - CCI Health and Wellness Services

  • Company Profile

    Apple Vacations specializes in vacations to top destinations like Cancun, Punta Cana, the Bahamas, Costa Rica, Panama, Hawaii, and many others in the Caribbean and Mexico.

    Testimonial

    “The Evolved Call Center has given us maximum visibility, flexibility, and productivity in our daily call center operations.”

    Shannon McCain, Resource Development Manager Apple Vacations

Awards & Recognition

View More

Compliance & Certifications

View More

Latest Blog Posts

Things To Consider Before Moving To The Cloud | Part 1
February 14, 2017 / Rich Fox
Most I.T and business professionals can easily rattle off the many benefits of a cloud-based call center: the scalability, the…
To DaaS or not to DaaS
February 2, 2017 / Ryan Berg
My current role has me working with one of the largest agents in the US.  As one of many horses…
LIVE: Contact Center Demo | January 31st 1PM (EST)
January 12, 2017 / Evolve IP
Title: Insights that drive customer satisfaction Presenter: Rich Fox, VP of Contact Center Solution When: 1:00 PM EST | Tuesday,…
View More

Lastest Press Releases

Evolve IP Signs TBI as Master Partner
February 23, 2017 / Emilia Janczak
Leading Third-party Distributor to Offer Evolve IP’s Full Suite of Award-winning Cloud Computing and Cloud Communications Services WAYNE, PA. — February 23, 2017 — Evolve IP™, The Cloud Services Company™, today announced…
Evolve IP and Nimble Storage Partner to Bring HIPAA-Compliant / HITRUST-Audited Cloud Services to Healthcare Organizations across the United States
February 16, 2017 / Evolve IP
Partnership allows an easy way to deploy on-premises Nimble Storage flash arrays supported by robust cloud infrastructure for hybrid cloud, backup, and disaster recovery solutions. WAYNE, Pa.— February 16, 2017…
Healthcare IT News Covers Evolve IP / Nimble Partnership
February 15, 2017 / Evolve IP
A key business driver for this partnership is the fact that healthcare organizations' demand for secure, HIPAA-compliant cloud services, is at an all-time high. The partnership allows healthcare organizations ease…
View More
close

Contact Us

or Call 1.877.459.4347