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welcome to managing metrics a series of videos highlighting contact center metrics that matter to managers im bruce belfiore ceo of benchmark portal here to talk to you about ways to estimate the budget metric in this video we will define why estimating this metric may be necessary and discuss how it may be done and how it helps with the cost calculation of other metrics which are key to managing your center this video is brought to you by benchmark portal the source for contact center training certification benchmarking and consulting if you like this video please subscribe and hit the like button so you can keep receiving free educational content just like this okay lets talk about estimating contact center budgets the budget number is essential to calculating key metrics like the average cost per call and average cost of other contact center transactions these in turn allow managers to benchmark their cost performance against their competitive peers as shown here below and it allo