Abandon rate Customer effort First call resolution Metrics 
Fonolo
MAY 3, 2023
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. The more successful your call center is – that is, the more calls you get – the more likely you are to face increased hold times.
Outsource Consultants
APRIL 18, 2024
In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. We encourage you to check it out.
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Fonolo
MAY 16, 2023
But knowing which metrics matter, and how to interpret them, is key to success. Analytics are also called key performance indicators or KPIs. They measure things like call volume, call duration, first call resolution, agent productivity, customer satisfaction, and more.
CCNG
JULY 27, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What metrics should call centers and BPOs focus on?
Global Response
MARCH 1, 2022
KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring.
JustCall
MARCH 9, 2023
Contact center metrics and key performance indicators are these parameters – the reflection of how a business has made its customers happy. While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed. You want this metric to be as low as possible.
JustCall
JANUARY 5, 2021
Call center agents' performance is directly proportional to the customer experience. With call center metrics, you can identify your strengths and weaknesses and take stock of how your agents are faring. But, which contact center metrics and KPIs should you focus on? Call Center Metrics.
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