Multichannel Contact Centers: Metrics and Realities
Historically, call centers were viewed as departments that provided a service but didn’t add anything to the bottom line. However, times have changed, and they're no longer considered simply cost centers -- in fact, they can be competitive differentiators, provided you have the right tools and metrics.
This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside, including:
- Average hold time (AHT)
- Call blocking rate
- Cost per call/contact
- Customer satisfaction (CSAT)
- And 7 more