Key Performance Metrics for Optimizing Call Center Software and Boosting Efficiency

To ensure your call center software is working at peak performance, tracking the right metrics is crucial. This blog explores the key performance indicators (KPIs) that should be monitored to optimize your call center’s operations. From Average Handle Time (AHT) and First Call Resolution (FCR) to Customer Satisfaction (CSAT) and Net Promoter Score (NPS), we break down how each metric impacts efficiency, customer experience, and agent productivity. By leveraging these insights, businesses can make informed decisions that improve operational workflows, reduce costs, and enhance overall service delivery for a better customer experience.