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Call Center Metrics

Top Metrics that Measure Inbound Call Center Performance

Top Metrics that Measure Inbound Call Center Performance

By: Chris Woodard Call Center Metrics 14 min. read

Front-facing employees are the lifeblood of a business. Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft, 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking … Continued

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What is a Call Center Dialer?

What is a Call Center Dialer?

By: Patrick Hogan Call Center Metrics 4 min. read

A call center dialer is an application that automates outbound calls. It is one of the best tools in business to improve your agent's productivity and call efficiency.

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Contact Center Best Practices: How to Improve First Call Resolution

Contact Center Best Practices: How to Improve First Call Resolution

By: Aki Merced Call Center Metrics 6 min. read

Imagine this, you’re streaming your favorite TV show and suddenly you lose internet connection. You try all the basic troubleshooting steps: check all the necessary cables, unplug and re-plug the router, maybe even do a hard reset. Alas, none of the usual tricks work and you are forced into one of the most dreaded things … Continued

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