Contact Center Metrics

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Contact Center Metrics: Moving from Dashboards to a Metrics Management Strategy

There are a number of dashboard vendors that offer contact center reports and dashboard applications. From simple out-of-the-box desktop tools to specialized, enterprise-grade tools. These tools typically have feature lists that overlap to the point of being overwhelmingly confusing, especially to the contact center manager looking for the right dashboard tool. Contact center stakeholders start the search for dashboards because they see that as the end goal. In reality, the search should be towards developing ... Read more

Contact Center Metrics – An Overview

Originally published by Penny Reynolds of the Call Center School, this guide lists the top 20 Contact Center metrics by the following stakeholder groups: Customers, Executives and Staff. While the list is useful to know, it is a challenge to implement a real-time metrics strategy that addresses the varied metrics needs of multiple types of stakeholders, particularly executives and customers. Several of the metrics in this list are derived by combining other metrics to obtain ... Read more

PureShare Releases CCM2 Contact Center Metrics for Executives

PureShare CCM2 transforms operations metrics into business-value dashboards for executive and customer stakeholders. With personalized, mobile-enabled views of performance, business stakeholders can now make decisions to optimize contact center performance outcomes in realtime. Ottawa, ON, April 30, 2014 - PureShare® announces the release of Contact Center Metrics 2 (CCM2), a revolutionary metrics management solution for Avaya equipped contact centers. CCM2 delivers business value metrics to executives and customer stakeholders by merging operational metrics from Avaya ACDs and data ... Read more