Call Tracking Metrics: Are You Tracking the Right KPIs?

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Overview

Are you tracking the right KPIs? Metrics such as Average Handle Time (AHT) and Abandonment Rates can have a direct impact on your bottom line, customer experience and agent satisfaction. In this Reporting engagement, we’ll identify the metrics that your contact center should track and highlight those that may distract your organization from achieving its goals. Together, we’ll develop the appropriate benchmarks for your contact center and recommend potential enhancements that can greatly enhance and improve your business.