In call centers, everything revolves around numbers and targets. And in such a competitive environment, it’s of the utmost importance to measure and analyze the most important call center KPIs.
Let’s be honest: in the business world, money talks. And, as we also all know, running a call center is costly. Very costly, in fact. Considering the amount of expenses that are inevitably required to run a call center, one of the most important responsibilities call center managers have is to figure out how they can reduce costs in a way that doesn’t affect customer experience.