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a new look at THE TOP 20 Contact Center Metrics.
- Source :
- Multichannel Merchant (Penton Media, Inc.); Nov2006, Vol. 2 Issue 11, p71-72, 2p
- Publication Year :
- 2006
-
Abstract
- The article discusses the standards for a contact center which has categories of service, quality and efficiency. The measures for service include blockage, self-service availability, service level and average speed of answer. The measures of quality include transfer rate, communications etiquette and adherence to procedures. The measures for efficiency include agent occupancy, staff shrinkage and schedule efficiency.
- Subjects :
- CALL centers
SERVICE centers
QUALITY of service
ETIQUETTE
ORGANIZATIONAL behavior
Subjects
Details
- Language :
- English
- ISSN :
- 15548961
- Volume :
- 2
- Issue :
- 11
- Database :
- Complementary Index
- Journal :
- Multichannel Merchant (Penton Media, Inc.)
- Publication Type :
- Periodical
- Accession number :
- 23056239