And a big part of delivering an optimal CX is solid communication. This is where call center key performance indicators (KPIs) come in, as they help you quantify the effectiveness and ...

Metrics and KPI’s in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour. This data can be organized and analyzed to help you better ...

Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and analyzing call data to help businesses put their customers first by providing ...