In this episode, we have a detailed discussion of my 5 1/2 favorite call center and contact center metrics that we look at and benchmark.  Some tell the story as key benchmarking metrics, and some can tell you if something is a little off. When you put all of them together, you have a great idea of what is happening in your contact center.The metrics discussed are:Service LevelAverage Handle TimeOccupancyAfter Call WorkAgent/Customer SentimentFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "CCW" to 814-247-0633