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Measuring forecasted calls against handled calls in the call center

Hear advice from call center consultant Steve Suhn on how to measure forecasted calls against the number of handled calls for the call center in this podcast. Also, learn about forecasting average handle time (AHT).

In this brief podcast, learn why measuring the forecasted calls against the number of handled calls is an important metric for the call center. Also hear about forecasting average handle time (AHT) against the actual AHT from Steve Suhn of Strategic Contact.

Visit the Call Center Metrics School.

Related podcasts on call center metrics

This was last published in March 2008

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