Five9 Blog

Standard Call Center Metrics

There are many standard traffic measurements (performance metrics) that can be performed on a call center to determine its performance levels. However, the most important performance measures are:

No one knows exactly when disaster will strike but it's possible to be prepared. People in the San Francisco Bay Area keep extra bottles of water in case of an earthquake. Mid-West residents have first aid kits and battery operated radios at the ready in case of a tornado.

Strategies for success from the ICMI Call Center Demo & Conference

By Edwin Margulies & Sarah Rolfing

Social media has fundamentally changed customer engagement; 1 in 5 consumers say they have used social media for service in the last year and are willing to pay a 21% premium to companies that provide great service.[1]

An estimated 3 million people work in call centers in the United States, receiving 43 billion phone calls per year.[2]

With the addition of SoCoCare, call centers that use Five9 can treat requests for customer service from social channels similarly to incoming phone calls.