CT Pros Blog

Webinar Recording: 5 Metrics Every Call Center Manager Should Know

Oct 30, 2017


This past Thursday, October 26th, 2017, we had the pleasure of participating in a live online webinar with Brightmetrics, a leader in data analytics and metrics for call centers and contact centers. 

In the webinar, we discuss five important metrics that managers should understand and how to properly interpret them to make effective decisions in day to day operations.

We've included a copy of the webinar in this post so you can watch it on demand at yoru convenience. 

The five metrics discussed are:

1. Abandon Rate

2. Queue Times

3. Average Handle Time and Percentage Calls Transferred

4. Agent Percentage Available and Percentage Calls Answered

5. Wrap-up Code Count and Average Handle Time


Peter Hornberger from Brightmetrics who led the webinar, took each of the above metrics and broke them down into easy to understand terms and explained how each metric can be used to make proper adjustments with staffing levels, training, and more in order to run an efficient and well organized call center. 

Brightmetrics comes with a free 21 day trial.   If you are interested into incorporating Brightmetrics into your ShoreTel solution, please contact us today.  

If you are interested in learning more about the ShoreTel/Mitel phone system and contact center offerings, our team will be glad to discuss your needs and goals


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