What Are Call Center Industry Statistics in 2017? Here’s what you Need to Know.

Definition of Call Center Statistics Call center statistics are data gathered about enterprise call centers that empirically illustrate both the internal and external relationships these centers have within the business environment in which they operate. They cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.   This takes […]

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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels.   The most basic definition […]

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Identifying the Top Call Center KPIs & Metrics for Your Business

Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance. The first step to charting your progress is defining your objectives. The next step is deciding what key performance indicators, or KPIs, you will use to verify how effectively your call […]

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3 Ways to Get More from Your Mystery Shops

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do.   Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same […]

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