Measure What Matters: Unlock Greater Efficiency, Insight, and Customer Satisfaction

With so much data flowing through contact centers, knowing which metrics to focus on is essential for driving performance. This white paper reveals the five most impactful metrics every contact center manager should be tracking—and how to interpret them to boost ROI, optimize staffing, and deliver better customer experiences.

Inside This Practical Guide:

  • Why abandon rate isn’t always bad—and when it’s costing you money or customer satisfaction

  • How queue time and staffing levels work together to shape CX and efficiency

  • What average handle time and transfer rate reveal about training gaps and agent engagement

  • Using idle time and answer rate to uncover productivity issues

  • How to apply wrap-up codes to prioritize automation and improve issue resolution

Whether you’re new to contact center leadership or looking to refine your analytics skills, these five metrics provide the insights to lead with confidence and impact.

 

Start Using Metrics That Drive Results

Get the guide to learn how better measurement leads to better performance—for your team, your customers, and your bottom line.

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