Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. What is First Call Resolution? The reason?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. FCR is the Most Important Metric. Call Center Trends 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

airespring

FEBRUARY 29, 2016

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. 40% of contact centers “have no tools to analyze data.”. These numbers are not for show.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Fonolo

SEPTEMBER 27, 2016

We often hear from call center managers who are trying to improve their call metrics with our solutions. Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” Repeat calls went down, but so did average handle time! tells us why this is important.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98