Empower Your Contact Center: Agent Performance & Coaching Insights

Master the art and science of agent performance and coaching in modern contact centers. From actionable coaching strategies and training guides to enhancing soft skills and reducing agent attrition, this collection of blogs delivers the tools you need to drive better conversations and outcomes. Whether you’re a contact center leader, coach, or agent, discover best practices that improve satisfaction, boost performance, and create a culture of continuous improvement.

Checklist-style graphic showing 20 call center quality assurance metrics, including empathy score, compliance, first-call resolution, and after-call work accuracy.

20 Call Center Quality Assurance Metrics: The Complete QA Playbook
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Chris Kontes

Call center quality assurance metrics help teams evaluate how well agents handle customer conversations, from compliance and accuracy to empathy and resolution quality.  Unlike high-level performance metrics, call center quality assurance metrics focus on what actually happens during the interaction, making them essential for coaching, risk management, and improving customer experience at scale. This guide…

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    Checklist-style graphic showing 20 call center quality assurance metrics, including empathy score, compliance, first-call resolution, and after-call work accuracy.

    20 Call Center Quality Assurance Metrics: The Complete QA Playbook

    Chris Kontes Headshot

    Chris Kontes

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    Average handle time should be monitored alongside first call resolution, CSAT, and repeat contact rate as guardrail metrics.

    How to Reduce Average Handle Time in a Call Center

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    Chris Kontes

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    The top outbound call center KPIs to track are contact rate, conversion rate, average handle time (AHT), revenue per call.

    Outbound Call Center Performance Metrics: The Complete Guide to Smarter KPI Tracking

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    Chris Kontes

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    The Mean Opinion Score (MOS) scale ranges from 1-5, where 1 represents a bad call with severe quality degradation, and 5 represents crystal-clear audio with no perceptible issues.

    MOS Score in VoIP: How to Measure, Interpret, and Improve Call Quality

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    Chris Kontes

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    A call center quality assurance scorecard is a structured tool that helps contact centers evaluate how well agents handle customer interactions.

    Call Center Quality Monitoring Scorecards: Templates, Examples, and Best Practices

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    Chris Kontes

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    The call deflection rate formula is calculated based on the number of inquiries solved through self-service divided by the total number of inquiries. That final figure is then multiplied by 100 to arrive at a call deflection rate percentage.

    Call Deflection Rate: What It Is, How to Calculate It, and How to Improve It

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    Chris Kontes

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    The top six best practices to implement PCI compliance in call centers include understanding what PCI requires; mapping out cardholder data flows; implementing technical safeguards; training and enabling agents; establishing ongoing monitoring and QA; and, documenting everything.

    The Complete Guide to PCI Compliance for Call Centers in 2025

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    Chris Kontes

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    Defining your net promoter score is the first step in improving NPS in your call center. The formula for measuring NPS is the percent of promoters minus the percent of detractors.
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    8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center

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    Chris Kontes

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    This table shows first contact resolution (FCR) in relation to customer service metrics like AHT, CSAT, Resolution Time, Contact Rate, Agent Utilization, and CES.
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    How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center

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    Chris Kontes

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    What is ACW in a call center? Simply, ACW refers to the tasks that a contact center agent completes after finishing a customer interaction, including but not limited to: logging case notes or outcomes, updating customer records, tagging call type or reason, and sending follow-ups or alerts.

    What Does After-Call Work (ACW) Mean in a Call Center?

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    Chris Kontes

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    The call center service level formula is shown as Service Level (%) = (Calls Answered Within Threshold ÷ Total Calls Offered) × 100.
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    How to Calculate and Improve Service Level in Your Call Center

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    Chris Kontes

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    Average Handle Time (AHT) Formula is displayed as AHT = (Talk Time + Hold Time + After-Call Work Time) ÷ Total Number of Calls

    Average Handle Time Formula: How to Calculate and Improve AHT

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    Chris Kontes

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