image of call center KPI

Jul 30, 2019

Call Center KPIs: The Metrics that Reveal Dead Air

Posted In: Blog, call center kpi Author: TCN

We’ve said it before, but it bears repeating: Customers hate waiting. One survey showed that two-thirds of customers are only willing to wait for 2 minutes or less. 13% said that “no wait time is acceptable.” And just like customers hate being put on hold… Call center managers hate it when there’s dead air. When […]

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call center kpi tools and tricks

Feb 01, 2019

Every Call Center KPI That Matters

Posted In: Blog, call center kpi, TCN Features, TCPA Author: TCN

Want a high-functioning call center? Then measure KPIs. Without KPIs call centers have few metrics to measure performance. Without business intelligence and proper management strategies, improvement in call centers can fizzle out. But with call center KPIs, they’re able to improve agent performance, decrease costs, increase customer satisfaction, and overall enhance productivity. Plus, KPIs help […]

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