Predicting Call Center Metrics: An Investigation of What Works

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Demand for Call Center Jobs is Increasing by 23 to 25 percent each year. 

As demand for call center jobs increase, organizations are racing to find effective assessment tools to select high-performing individuals into these complex and challenging roles. In order to provide value to the contact center industry, Select International conducted empirical research on the most effective measures for predicting call center key performance indicators (KPIs). call center metric _cover.jpg

This meta-analysis investigated a decade of validation research to identify the competencies that are most predictive of these complex objective performance indicators.


Learn more in this whitepaper. 
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