Learn the right call center metrics and best practices to optimize your contact center. Our guide helps you improve customer satisfaction in every call.
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 ...
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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 ...
Understanding the ROI of investing in your call center by judging not only the financial aspect of your investment, but how it impacts your customer service metrics. Continually evaluate how your operations are serving you, and what can be improved. It’s not just for quality assurance purposes...
Helpful guide on how to elevate team performance in the contact center. These call center coaching strategies empower agents to reach their full potential.
RPA CoEs establish the success metrics and track the automated processes in production to ensure they’re delivering the business value they were intended to. As an organization scales their automation practice, the number of automated processes they have will grow as well. Without a dedicated team...
The implementation of effective best practices for call center quality is essential to increase customer satisfaction. By comparing metrics such as CSAT and Quality Index, call centers can gain valuable insights into their performance and make informed decisions. Setting clear quality standards, conducting...
11. Compare quality scores and other metrics of scripted and non-scripted conversations to identify shortcomings and refine scripts. “Once the script has been role-played and advisors have become familiar with the process, it is time to implement it. But it is ...
Many different metrics can be used to manage and evaluate a contact center agent, but not all of them matter to the company. Avoid training goals, discussions or areas for improvement that rely on metrics beyond the company's interest. A company, for example, might be more interested...