Calltools

NOVEMBER 30, 2022

Keep reading to learn the importance of your dialer configuration and nine key performance indicator metrics to monitor to help you assess proper configuration. According to the Telephone Consumer Protection Act through the FCC, call centers must follow specific predictive dialer guidelines. 9 KPI Metrics to Monitor.

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Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. This quote by Seth Godin highlights the importance of using the right metrics. Managing a virtual call center is not easy. Here are some crucial metrics to consider- #1.

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Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

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Hodusoft

MAY 10, 2023

SLA (Service Level Agreement) – SLA is a contractual agreement between a call center and its clients, outlining the level of service that will be provided. It typically includes specific targets and metrics that define the quality of service, such as response time, resolution time, uptime, and availability.

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Fonolo

MAY 16, 2023

Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Every contact center uses them. But knowing which metrics matter, and how to interpret them, is key to success. Analytics are also called key performance indicators or KPIs.

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JustCall

DECEMBER 2, 2022

Keep an eye on metrics: You need to measure the performance of an inbound call center over time. Some metrics to keep an eye on are average handling time, churn rate, satisfaction scores (CSAT), and abandoned call rate. What are the different types of inbound calls?

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JustCall

APRIL 3, 2023

But what exactly is an inbound contact center solution , and how can you optimize your operations to provide the best possible customer experience? In this guide, we’ll explore everything you need to know about inbound call centers, from setting up a call center to managing call volume and improving call center metrics.

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