| METRICS |
|
| Abandon Rate |
|
| Accuracy |
|
| Adherence to Schedule |
|
| Agent Performance |
|
| Attendance Measures |
|
| Average Handle Time (AHT) |
|
| Average Speed of Answer (ASA) |
|
| Benchmarks |
|
| Call Volume |
|
| Calls Per Hour |
|
| Cost/Revenue |
|
| Customer Satisfaction |
|
| Email |
|
| First Call Resolution |
|
| Help Desk/Technical Support |
|
| Hold Time |
|
| Longest Waiting Call |
|
| Occupancy |
|
| Outbound |
|
| Sales |
|
| Service Level |
|
| Shrinkage |
|
| Supervisor Performance |
|
| Turnover/Attrition/Retention |
|
| OPERATIONS MANAGEMENT |
| Analysis |
|
| Benchmarking |
|
| Costs |
|
| Customer Retention |
|
| Efficiency |
|
| Facilities Management |
|
| Forecasting |
|
| Fundamentals |
|
| Hours of Operation |
|
| Multichannel/Web |
|
| Multilingual/Interpreters |
|
| Multiple Sites |
|
| Organizations |
|
| Outbound |
|
| Outsourcing |
|
| Policies/Practices/Processes |
|
| Queue Management |
|
| Real-Time Management |
|
| Reports |
|
| Scheduling |
|
| Self-Service |
|
| Service Level Management |
|
| Starting Up Call Centers |
|
| Tracking |
|
| Trunks |
|
| Workforce Managment Teams |
|
