What are the most important service criteria to measure in a call center?

| Blog Workforce Management

Since no two call centers are exactly alike, it’s impossible to provide a definitive answer or a ranking of criteria by importance.

Most call centers benefit from tracking the following:

  • First Call Resolution
  • Average Handle Time
  • Average Wait Time
  • Schedule Adherence
  • Forecast Accuracy
  • Call Response Time
  • Abandoned Calls
  • Call Volume Per Agent, Per Day

Learn More

Watch a Demo

The best way to understand how we can help you elevate your customer experience is to see our solutions in action.

Watch a Demo >

Follow Us

Ditch the Spreadsheets

Find out why Monet WFM, workforce management in the cloud, represents a quantum leap forward from spreadsheets.

Learn More >
Verint Virtual On-Demand Content Available to Explore
Blog

Verint Virtual May Be Over—But the Exploring Is Just Beginning!

Thank you to everyone who made Verint Virtual such a success—and so much fun! While the event may be over,

Learn More >
Blog

Remote Control: Managing Work at Home Contact Center Agents

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX High-speed internet, cloud-based applications

Learn More >
Blog

4 Essential Questions to Answer for a Successful Cloud Move

So you’re thinking of moving to the cloud for your customer engagement solutions. According to Digital Journal, over 90% of all

Learn More >