Best practice metrics can make a call or contact center more effective, efficient and improve customer satisfaction. Some centers have already found this ‘quicksilver’, often through trial and error. The Taylor Reach Group completed this research project to assess the best practice call center metrics in financial services call centers in Canada and the USA. Taylor Reach invited more than 300 financial services call centers to participate in the research project. A total of 24 responses were received and these responses are the basis of this research paper and report.
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