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. Storyline: Gamification. FCR is the Most Important Metric. contactcenter #2020trends Click To Tweet.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 29, 2019

Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” still prefer phone or voice as their primary customer service channel. Gamification is the future of employee engagement and attrition for the call center. Call center volumes have dropped by 71% since 2015.

Call Center 85

Call Center Airlines Contact Center Self service 85

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. An inefficient IVR system may also cause callers to abandon the queue. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78