Call Center Industry News and Tips
What Are KPI’s?
By Michael LeJeune
KPI’s are Key Performance Indicators. It’s really a fancy name for metrics, business scorecard, or business dashboard. KPI’s are one of the most overlooked and under appreciated aspects of learning to run a successful business. [Read more...]
Greg will be holding 2 Webinars on Tuesday 3-29-2011
IMPORTANT: New Webinar discusses 3 Call Center Performance Tactics to help your Call Center supervisors and other front-line employees drive Key Performance Indicators.
These techniques work on call center metrics no matter what area your trying to improve. They especially work for Improving Sales Goals, Customer retention or even Quality.
They are very simple to set-up and implement in less than one day. Before you know it all of your Call Center Metrics will be moving North. 
The Times Are:
11AM CST (New York Time)
8:00PM CST(New York Time)
If you are unable to attend one of these two Webinars, please pass the invite on to your fellow managers and/or Frontline Leaders.
Call Center Consulting
By Navdeep Chandel
So you want to improve your call center's key performance indicators (KPI): first call resolution (FCR), customer satisfaction (Csat) and employee satisfaction (Esat).
Why You Need Call Center Metrics
By Louis Peng
What are Call Center Metrics?
In order to determine if your department is running efficiently, it is important to establish a set of KPIs or key performance indicators, otherwise known as metrics, to measure your productivity against. You need to assess what factors are critical for your business rather than simply set the standard metrics that may or may not be applicable.
Looking at Cost-Per-Call in Call Center Companies
By Sam Miller
Cost per call is one of the most usual and most important performance metric when looking at and evaluating performance of call center operations. That is because in all businesses, of course, expenses would be among the most crucial factors to look at when computing profits.
Call centers are no different from traditional businesses in that sense. That is because call centers must also first and foremost give ample consideration to the costs incurred when making calls to customers so that comparison with actual revenues can be made.
KPI Data Integrity Depends on 5 Rs
You depend on the quality of data and information to provide a stable foundation for your decision making. Decision making often involves responding to something, so you need your data to validly describe what you are responding to so that you choose the right responses.
Whether your data is quantitative (based on numbers) or qualitative (based on perceptions), it's integrity depends on 5 widely recognised qualities.
