Advice from a Call Center Geek!

Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!

03 Jul 2023

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Send us a textEver wondered how the hustle and bustle of your favorite restaurant correlates with the operations of a call center? Picture yourself at a bustling eatery as we break down the ins and outs of call center metrics in relatable terms. We’ll be interpreting essential terms like incoming calls, cue calls, and abandoned calls in an easy-to-digest format, perfect for those just venturing into the industry.Now, imagine the chefs at a restaurant, working tirelessly to keep up with the flurry of orders. This is akin to the pressures of metric conversion in service industries, and we'll carefully explore strategies to prevent burnout. We'll discuss key metrics and KPIs like occupancy, average handle time, average talk time, and average queue time. We'll also analyze the longest delay, a crucial element in customer satisfaction, akin to the longest time a patron had to wait for their food!As we bring it all together, we'll elaborate on how requests from clients can impact metrics such as handle time, and guide you on making decisions that uphold the interests of both your customer and client. Refused calls, working time, occupancy, average handle time, and average profit margin - all these elements will be addressed. Regardless of your background in the call center industry, this episode promises to enhance your understanding of call center metrics and KPIs. Tune in to gain pivotal insights that will elevate your call center's operational efficiency and customer service quality. Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. Click here:expiviadigital.comFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel OttoQA: try.ottoqa.com Expivia: Expiviausa.com

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3ª PARTE | 17 DIC 2025 | EL PARTIDAZO DE COPE

01 Jan 1970

El Partidazo de COPE

13:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

12:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

13:00H | 20 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

01 Jan 1970

Fin de Semana

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Advice from a Call Center Geek!

Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers!

This episode hasn't been transcribed yet

Other recent transcribed episodes

3ª PARTE | 17 DIC 2025 | EL PARTIDAZO DE COPE

13:00H | 21 DIC 2025 | Fin de Semana

12:00H | 21 DIC 2025 | Fin de Semana

10:00H | 21 DIC 2025 | Fin de Semana

13:00H | 20 DIC 2025 | Fin de Semana

12:00H | 20 DIC 2025 | Fin de Semana

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