Archive for October, 2007

Here we go again folks, another sample Xcelsius dashboard for you to mull over! Based on the excellent July 2007 article “Top 10 Call Centre Metrics and What They Mean To You“,I’ve knocked this up in about an hour today for a training session I’m delivering this Thursday.

Quote from the article:

What follows are the top ten contact centre metrics that will allow you to:

  • Manage your workforce
  • Control costs effectively
  • Continuously enhance the client experience
  • Ensure the contact centre is a contributor the overall profitability of an organization
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