Call Center Metrics

What Metrics do Executives Care About?

Feb 8 2016

When communicating with upper management and executives, it is important to understand that they interpret metrics in a different light. Be very careful of which metrics you choose to present to your high level executives. Figure out what issues your executives care about most and base your KPIs around those issues. Don’t always focus on metrics, but more on what those metrics actually mean and how they affect... more

Measuring Success: Call Center Metrics

Jun 11 2015

There are many things that can be measured to track the success of a call center, but some things are more valuable than others. Here is a list of important call center metrics that you should evaluate in your company to improve not only efficiency, but also quality and outcomes.Measuring quality scores will allow you to be able to track your agents’ progress and sample their work. They provide a look at the overall satisfaction of the... more

23 Ways to Gamify your Company

Feb 19 2015

Gamification is the new way to improve your business.   It is the new way of thinking. It helps engage employees and teach them new skills and information while entertaining them and measuring their progress. In the fast pace world of today, a business cannot afford to go without it. Here are 23 ideas to help you gamify your business. An important aspect of gamification is knowing who you are targeting and why. Who is your... more

Do You Know What Metrics are Driving Your Performance??

Dec 5 2013

05 / Dec / 2013 By Jordan Linford

At ClearView we talk to many organizations that do not know what metrics really drive their companies performance or what is a realistic and effective goal to manage their company to. We consistently hear "I don't know what "good" is", and "we don't know what we don't know".

ClearView does a fantastic job of showing correlations between... more

Are You Still Manually Pulling and Aggregating Data?

Nov 7 2013

07 / Nov / 2013 By Jordan Linford Many organizations manually pull data daily or weekly from multiple systems. As you can imagine, this process is extremely manually intensive, time consuming and creates a large opportunity for error every time this process is performed... Many individuals who are over this role express their frustration for wasting much of their time trying to extract, aggregate and correlate data By... more

Use Educated Customers to Your Advantage.

Nov 5 2013

05 / Nov / 2013

By Jordan Linford

Martin H Fisher, a German-born American physician and author, most famous for his teachings on the art and practice of medicine once said that “Knowledge is a process of piling up facts; wisdom lies in their simplification.” With the onslaught of information in our high-tech lives, customers have more... more

Top 3 Terms You Need to Know to Influence Your CFO

Oct 23 2013

23 / Oct / 2013

By Josie Foster

Just the other day my son came to me with a proposal. He is anxious to buy a new pair of Nike cleats and as a mom of four I am hesitant to spend the money. I sent him away with a mission. I asked him to figure out a few things before I could commit to spending the money for his shoes. His jobs were; to figure... more

You Can’t Clean the Soup! An insight to Call Center Data

Apr 14 2013

14 / Apr / 2013

By Paul Liljenquist

On a recent humanitarian trip to Ghana, Africa, I was introduced to fufu. Fufu is a staple food of Ghana. It is made by boiling cassava and plantains and then pounding them into a dough-like consistency. Fufu is eaten by pinching some of the fufu off in one's fingers... more

Do Your Agents Know the Score?

Apr 4 2013

04 / Apr / 2013 By Jordan Linford

Anyone who has ever managed in a call center knows that one of the most important tasks on the call floor is to motivate phone agents to perform well. This may sound easy on paper, but the reality is that motivating agents is a difficult and ever constant job that if left unchecked can spread apathy like a plague. Many call centers drive performance by creating a feeling... more

Death by Average Talk Time

Mar 18 2013

18 / Mar / 2012

By Jordan Linford

I still remember the day when call center agents were monitored by a physical person that was manually hard wired into their line. I still remember the days of reading from a printed script and keeping track of all calls with a pen and a paper. I can’t imagined how inefficient call floors must have been... more