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Contact Center Show

The only metric you should measure in a contact center.

Nov 14, 2022 · 37 min · 36.0 MB
0:00-37:29

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"There are lies, there are damn lies and there are metrics!"

If you can't measure it, you can't manage it" - Dr Demin

 

  • Why are there so many damn metrics in a Contact Center
  • Is chasing Average Handle Time effective?
  • Does Average Rate of Answer really matter?

And so much more!  

Contact Amas and Bob.

http://linkedin.com/in/amastenumah/

https://www.linkedin.com/in/bobfurniss/