Call centers are an operationally-complex element of your business that plays a big role in your customers’ experience with your company. So how can you achieve operational efficiency, meet customer expectations, and measure the impact call center interactions are having on your business?

In this comprehensive 54-page guide, you’ll discover everything you need to know about how to leverage the right metrics and analytics approach to optimize the performance of your call center, accelerate self-help, and increase customer satisfaction. You'll learn about:

• 27 call center metrics & KPIs for measuring everything from customer experience, to operational efficiency, and agent productivity
• How to choose the right metrics to track for your organization
• Actionable tips on how to employ analytics to reduce call center volume and impact critical metrics such as First Call Resolution (FCR), Customer Satisfaction (CSAT) and Customer Effort Score (CES)
• Why and how to use a journey-based approach to take your call center measurement & analytics program to the next level