category Call Center Metrics 
Hodusoft
NOVEMBER 27, 2022
Throughout this blog, we’ll discuss the fundamentals of telemarketing as well as some key factors that make telemarketing software an asset to your company. Types of telemarketing Telemarketing can be broadly categorized into inbound, outbound, and automated calling. What is telemarketing software?
Noble Systems
JANUARY 30, 2019
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.
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aircall
MARCH 1, 2021
Below are 8 call center metrics that matter the most when measuring the performance of your team (which you can apply to any industry): Average call length determines the time your team takes to resolve an issue. . Number of answered calls identifies if your service team is under or over capacity.
Noble Systems
JANUARY 30, 2019
Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.
Aria Solutions
JUNE 8, 2017
Most contact centers use interaction data to justify or support contact center metrics, such as average call handle time, speed of answer, abandonment and even first call resolution. Contact centers should push the organization to view the contact center as strategic.
Fonolo
MARCH 7, 2023
Examples include FAQ sections on websites, chatbots, help center blog forums, self-service account creation, password resetting, and interactive voice technology in call centers. However, there are several special considerations when deciding whether to install self-service options in your call center.
ProProfs Blog
OCTOBER 13, 2020
Even if customers successfully connect with your team in less than a minute, what’s the guarantee that they’ll get a solution on their first call? If you fail to offer a first contact resolution, you might see more customers leaving your business. We’ll help you learn everything about FCR in this blog post.
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