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. The Value of Metrics.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Maru Group

JUNE 11, 2019

Step 1: Strategically Define and Capture Customer Data. You need to make your big data smaller. The key metrics are being captured, but incorrectly defined. Define key metrics of success (based on customer behavior) for each of the channels that you will be evaluating as part of your feedback program.

Metrics 40

Metrics Big data Feedback Call center experience 40

Maru Group

JUNE 11, 2019

Step 1: Strategically Define and Capture Customer Data. You need to make your big data smaller. The key metrics are being captured, but incorrectly defined. Define key metrics of success (based on customer behavior) for each of the channels that you will be evaluating as part of your feedback program.

Metrics 40

Metrics Big data Feedback Call center experience 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Call centers have to constantly work to improve their key performance metrics.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56