As we enter into a new phase of customer contact center channels with social media, chat and other new customer feedback mechanisms, the need to change our performance metrics approach becomes even more important. Traditional metrics like Average Handle Time (AHT), and Service Level (SL) are only part of tomorrow’s call center metrics.

This call center real-time performance management white paper by Jay Minnucci, President and Founder, Service Agility covers the future trends and best practices in measuring, monitoring and responding to contact center performance in today's new world of social media and other new customer contact channels.

Please register to download this performance metrics white paper.