One of the most critical tasks of a contact center manager is prioritizing the metrics that will be monitored. As the old saying goes, “you can’t manage what you don’t measure”. What makes this task so daunting is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Scores, Abandon Rate, First Call Resolution, Average Speed to Answer, Occupancy Rate, Net Promoter Score… the list goes on and on.
A recent discussion on LinkedIn’s “Customer Service Innovation” group asked the question, “What are the top 3 metrics you track” and the answers are quite illuminating. (By the way, if this is a topic that concerns you check out “The Executive Guide to Improving 6 Call Center Metrics“.) Continue reading