Preparing Call Center Metrics is the perfect companion to the best selling book The Executive Guide to Call Center Metrics. This is the perfect textbook for schools conducting call center classes. This book is also the perfect solution for in-house resources who need to lead and prepare metrics. 

All the mathematical details are provided in the book. The sample exercises present a variety of practice situations based on the author's actual clients and experiences. The scenarios are thoughtfully designed, and answers for all of the exercises are provided so there is no guessing about the proper solution. The solutions are provided for each exercise to assure that you can prepare you centers metrics properly