THE ULTIMATE CONTACT CENTER KPI PLAYBOOK
Go from beginner to guru with this comprehensive eBook.
- After-Call Work (ACW): What it means and how to improve it
- Average Resolution Time: Get the ART for live chat conversations
- Average Handle Time: See how you can reduce your AHT
- Customer Satisfaction: How do you measure and boost CSAT
- Dead Air: Why is it increasing and what are you doing wrong
- Supervisor Escalations: Why they matter and how to handle them