Abandon rate, Call center experience, Customer effort and Wait times

Guide to Interpreting Call Center Analytics

Fonolo

MAY 16, 2023

Average speed of answer: The average time it takes for an agent to answer a call. Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent. Customer satisfaction: A metric that measures how satisfied customers are with their call center experience.

Call Center

Call Center Analytics Abandon rate First call resolution

A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.

Interactive Voice Response

Interactive Voice Response Call Center Gamification Schedule adherence

Customer Contact Central

Guide to Interpreting Call Center Analytics

A Beginner’s Guide On An Effective Inbound Call Strategy

Webinars

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