Csikszentmihalyi called this trance-like altered state of total absorption and effortless concentration ‘flow’. During flow, people typically experience deep enjoyment, creativity, and a total involvement with life. One key metric for measuring overall call center performance is service level which is defined as the percentage of calls answered by a human agent within a specified number of seconds. Indeed, there was something special happening. Legendary psychologist Mihaly Csikszentmihalyis famous investigations of 'optimal experience' have revealed that what makes an experience genuinely satisfying is a state of consciousness called flow. It's important, therefore, to monitor a comprehensive set of metrics, which can help businesses understand the overall performance of a call center. Call centers today play an important role in managing dayto-day business communications with customers.
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