24 MINUTE WEBINAR: Call Center Metrics that Matter Most
For Call Centers to be successful, they need to make data-driven decisions. But, without the right metrics it’s difficult to determine what is and isn’t working and what decisions to make. The right metrics will help your call center provide a great customer experience. But, how do you determine which metrics are the ones that matter most?
Summary
Please join the Director of Evolve IP’s Call Center Practice, Rich Fox, for a new 24 Minute Call Center Webinar, where he will answer such questions as:
- Which metrics will are indicative of a great customer experience?
- Which metrics will give you insights into your agents’ performance and behaviors?
- How do you identify which metrics matter to your customers?
- How do you balance call center costs vs. customer experience – and which metrics can help you determine that?
- Which metrics should NOT be your focus and why?
- Could you inadvertently damage your customer experience if you manage by the wrong metrics?