What is Average Speed of Answer? (ASA)
December 9, 2020
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In this post: Why must contact centers measure ASA? How to measure the average speed of answer Long average speed of answer explained How to
Tag: call center metrics
What is an Inbound Call Center? (3 Skills the Best Ones Have!)
September 3, 2020
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In this post: What is an inbound call center? Key metrics for inbound call centers Three skills the best call centers have Your free guide
Customer Feedback 101 – 4 *Simple* Contact Center Management Tips
June 19, 2020
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What would you learn if you could get inside your customers’ heads? If you knew what they love about your products and call center services…
Is the Virtual Call Center About to Become the Norm?
January 28, 2020
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I recently had to remind a person under 25 that I grew up without a cell phone. There was only a landline and it didn’t
Are Call Center Metrics Measuring Anything Useful?
August 4, 2017
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Contact centers have a history of relying on shaky performance targets. So which call center metrics do you really need to track? There’s a legacy