Call Center KPI Hero w Cape

Dec 11, 2019

Track These Call Center KPIs to Reveal Agents’ Superhero Powers

Posted In: Agent Efficiency, Business Intelligence, Strategy Author: TCN

Who has ever heard the saying, “You can’t measure what you don’t track?” It’s true for many aspects of life and even more applicable in the call center industry. As agents work diligently to solve their problems efficiently and effectively, the temptation for managers to stand behind their agents and not-so-subtly micromanage each moment must […]

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image of call center KPI

Jul 30, 2019

Call Center KPIs: The Metrics that Reveal Dead Air

Posted In: Strategy 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 to watch for quality and productivity

Apr 26, 2019

The 3 Overlooked Call Center KPIs for Quality and Productivity

Posted In: Strategy Author: TCN

Every call center KPI is different. Some KPIs are essential. Some KPIs fight agent burnout. And some are simply overlooked, even when they help to dramatically increase quality and productivity in call centers. It’s those that managers forget which we’re focusing on in this post. Because when call centers managers track and improve the following […]

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call center kpi tools and tricks

Feb 01, 2019

Every Call Center KPI That Matters

Posted In: Compliance, Strategy 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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