CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
