Meet the Four Metrics That Matter in Today’s SMART Contact Center

Sophisticated ACD systems have put a wealth of highly sophisticated metrics at contact center managers’ fingertips, but analyzing and understanding the data can be a challenging full time job.  Using detailed charts and analytics drawn from its proprietary databases, the Advisors Plus Contact Center Consulting team shares its insights into the good, the bad—and the truly confusing and unnecessary—behind several  popular metrics and discusses how taking a "SMART" approach that integrates Science, Metrics and the Art of management will yield the most service-oriented approach.