call center metrics Archives - | Noojee Contact Solutions

How to encourage agents to put the customer first

Customer call centre nirvana looks a little like this: the call-to-staff ratio is calculated perfectly so that the incoming queue is non-existent, but your staff are always on a call. In call centre nirvana, your staff always put the customer first and it shows through your exceptional first call resolution rate. Everyone is happy. Your →

4 call center metrics for outbound sales success

Call center metrics are the specks, flakes and nuggets of gold that reveal the real truth about your call centre. Visually everything may look ok, your agents are busy looking busy, calls are being made, everyone’s looking engaged, even Doug’s off his Facebook, and to you this looks like success. A happy, energised and productive →