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. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Talkdesk

AUGUST 25, 2016

Number of calls in queue, average handle times, speed to answer. State of Customer Service Report : 55% of consumers expect better customer service now than in 2015. Tracking data with call center software , like abandon rate and response time, helps the customer service team stay on track.

Metrics 41

Metrics call center software Abandon rate Call Center 41