Call center experience, Customer effort, First call resolution and Service level

How to determine your wildly important goal for your inbound call center

Quality Contact Solutions

MARCH 22, 2021

Goal setting & metrics for the inbound call center. First, you must determine the most crucial goal that will drive your business’s satisfaction and, more importantly, your customers. Is it first call resolution %, service level %, the average time to answer, etc.? Key metrics.

Call Center

Call Center First call resolution Abandon rate industry standards

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

How to determine your wildly important goal for your inbound call center

A Beginner’s Guide On An Effective Inbound Call Strategy

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