What Call Center Metrics mean to Customers By Colin Taylor In the daily operation of our call and contact centers we throw around metrics and performance measures like they were candy. It has been said that call centers produce more data and more measurement opportunities than is possible in almost any other communications channel. [...]
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Terasen Gas has announced their new call center in Burnaby BC. Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras [...] By Turaj Seyrafiaan In the last Indicators post we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, [...] By Turaj Seyrafiaaan Have you ever wondered what is behind any of the contact centre operational indicators? Why do we measure what we measure and what do they mean? In this article we tackle one of the most important indicators; Average Handle Time or AHT for short. AHT is the total amount of time (on [...] |
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