The Top Call Centre Metric Jimmy Asija Claims You're Overlooking (But Shouldn't!)

Tue, 20 May 2025 10:14:01 +0000

Often, call centres rely on metrics such as first-call resolution -FCR, customer satisfaction (CSAT), and average handling time (AHT). While these metrics are significant, Jimmy Asija, an industry specialist, contends that the most often ignored and most vital measure is Customer Effort Score (CES). Here's how to monitor CES—why it matters and how it might improve the operation of your call centre.