Barry Flack is a global HR executive, who has helped a lot of businesses with all things HR. He’s an adviser, writer, speaker, trainer and business owner, and expert and a technology enthusiast. He has been trying to bridge the gap between HR and technology in organizations. With his vast experiences, he is knowledgeable on the twenty-first -century HR technology and the future of work.

Call centers are an essential component of customer service teams, so they should be routinely evaluated for quality assurance. Therefore, customer service managers should monitor the efficiency of their teams closely, and continuously look for vital information that will help them improve the customer experience. Thankfully, those responsible for the overall performance of call centers have many useful metrics available at their fingertips. When analyzed together, these indicators not only help managers with optimizing the performance of call center agents but also enable companies to determine the effectiveness of their customer service as a whole. Let’s analyze the main metrics that every call center manager should be tracked continuously.

After talking with thousands of product teams, we've discovered seven wide-spread pitfalls that slow teams down and impact product quality. Check it out!