In this blog, learn everything about call center reporting — key metrics, formulas to calculate them and how call centers interpret this information. Also, explore the tangible benefits of call center reporting and best practices to elevate your approach to customer service excellence. Table of ...
Learn the right call center metrics and best practices to optimize your contact center. Our guide helps you improve customer satisfaction in every call.
Call center metrics such as the number of customers your team has served and issues they’ve resolved, your brand’s Net Promoter Score (NPS) or customer satisfaction (CSAT) rating, positive referrals and issue resolution speed are just some examples. With this call center service data, you ...
26 Best Call Center Software (2025) Support 80 Examples of Winning Call Center Scripts Support 17 Best Contact Center as a Service (CCaaS) in 2025 DAP GUIDE What Is a Digital Adoption Platform? Read Now → GET STARTED Software Clicks Better With Whatfix ...
Helpful guide on how to elevate team performance in the contact center. These call center coaching strategies empower agents to reach their full potential.
“In your call center script, consider rewording negative phrases into positive action. For example: ‘The product will be available in January. I can go ahead and order it for you right now if you’d like so you’ll be one of the first to receive it.’...
Best Call Center Metrics and KPIs To know that your call center is delivering the best service possible, metrics come into play. Here’s the top metrics to consider using to measure your call center: Customer Satisfaction Customer Satisfaction Scores are a way to measure customer happiness. Cus...
Intuitive monitoring software and some grounding rules can help managers and agents use metrics to make informed decisions. Here’s a checklist of best practices to meet when measuring call center performance: Define a goal beforehand. Be clear and transparent when communicating with the team. Set ...
Learn about 7 call center management best practices to ensure operational excellence, including role definition, fraud prevention, & performance monitoring.
KMS Lighthouse introduces some important agent performance metrics. Tracking and analysing call centre agent performance metrics is likely a part of your strategic business plan. These metrics will allow your organization to: Better manage your workforce