The Call Center Metrics Your Business Needs

Knowing what to measure—and how to measure it—in your call or contact center is vital. It will help you effectively manage performance and enhance customer service results and satisfaction. In this quick course, Eric Sims (CEO of Leading Edge Connections), shares the most crucial call center metrics.

  • Understand the 4 critical focus areas to track for your business.

  • Learn the most important metrics to measure in each focus area for success.

  • Increase your company’s efficiency, lower costs, and improve customer satisfaction!

Course Instructor

CEO - Leading Edge

Eric Sims

Eric is a Contact Center Outsourcing expert who specializes in business development, sales, customer engagement, employee retention, technology solutions and enhanced human operating systems. He currently serves as the Co-Founder and CEO of Leading Edge Connections . A revolutionary business approach to outsourcing contact center business that provisions solutions in such a way to keep their clients on the leading-edge of success. Eric has deep experience helping pest control companies scale up their customer service operations.

Learn to build a powerful customer experience

  • 1

    Call Center - What to Measure Introduction

    • Introduction

  • 2

    Metrics

    • Understanding the Metrics

    • NPS Scoring

  • 3

    Customer Experience

    • Customer Experience

  • 4

    Agent Experience

    • Agent Metrics

  • 5

    Outbound Experience

    • Outbound Metrics

  • 6

    Operational Experience

    • Operational Metrics

  • 7

    Outro!

    • Thanks Everyone

Take your company to the next level.

The Pro Plan includes hundreds of lessons and new courses added every week.

Pro Plan includes all of the courses within Pest Daily, including "Sales School." New courses are always being added to the ensure our members are on the cutting edge. Subjects include sales, marketing, operations, hr, finance and accounting!
Logo for Pro Plan