Agent Metrics

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About six months ago I had a meeting with a call center customer. The meeting was with the Customer Services Director and a consultant from a benchmarking company. The purpose of the meeting was to understand what metrics Spectrum should capture and display on the agents desktop wallboard. The benchmarking consultant stated that the desktop… Read more »

New Agent Metrics

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Call centers consist of agents with varying degrees of skills and experience. There are senior agents that have years of training and experience and newer agents that are just now learning the ropes of the contact center.  This article will focus on metrics for new versus senior level agents within the same industry. New agents… Read more »