Intuition IS a Metric

Financial and operations metrics are what most businesses use in day-to-day management. This is, in part, because they’re the easiest to obtain. But they only measure part of your business’s performance.

They key to long-term success is the effective delivery of goods and services to customers in a manner that engenders repeated purchases and recommendations. And your call center plays a key role in that process. Some operations metrics, such as abandonment rates and average time to answer, relate to building customer relationships.