With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. Are they still appropriate for your particular line of business? In speaking with many executives over the years, they have questioned how these metric best practices evolved. You will need to understand your customer tolerances and the financial impact these metrics may have on your business.
In a recent conversation with CCNG members, I discussed the key metrics that you need to be monitoring, what the industry best practices are for each, and one in particular that can cause you issues if not developed properly.
Below is my talk with CCNG entitled “Contact Center Basic Metrics Best Practices” that led to a full hour member Town Hall discussion and sharing of important best practices in a variety of industries and contact center operations.
CCNG Academy member Elliott Winit is a Contact Center management consultant with over twenty-one years of consulting experience. His specialty area is Contact Center Optimization. Prior to starting his consulting career, he spent over twenty-five years operating Centers at a senior management level for such organizations as Walt Disney Attractions, Sheraton Hotels, Citigroup, and American Express.
