Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your...
About Peter Miles Low
In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs...
Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. In Part 2 we will dive into some of the more advanced...
Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. For instance, it directly influences...