Can I read Contact Center Metrics Handbook on EtoBox?
Contact Center Metrics Handbook by Akshay Gautam is a document available to read on EtoBox.
What is Contact Center Metrics Handbook about?
This document defines and explains various metrics and terms used in contact centers. It provides concise 1-2 sentence definitions for over 30 terms, including abandoned call rate, agent, agent attrition, after-call work, agent group, agent out call, agent status, agent utilization, and more. The definitions are intended to help both professionals and new recruits understand the key concepts and measurements in the contact center industry.
- Author
- Akshay Gautam
- Language
- EN