Your call center creates a lot of data. Every call is telling you a little bit about how your customers use your products, their satisfaction with the company, how well your agents perform on the phone, the revenue generated from these conversations and so much more.
It’s easy to get lost in the sea of noise that comes with call center information, but there’s a way to isolate the important metrics and use them to track specific aspects of your conversations and use them to your advantage to improve the customer experience.
In this ebook, you’ll learn:
- The different call center KPIs your company can track.
- How to record them correctly.
- How that data translates into a bigger customer-centric picture.
- The importance of tracking call center KPIs and what specific numbers you should be using to measure performance.
