2016, Abandon Call, Abandon rate and Interactive Voice Response

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

MARCH 10, 2016

Self-service usage tracks whether or not your customers are using self-service options and can indicate that you may need to revisit your IVR set up. Conversion Rate : This metric tracks the number of calls or connections that resulted in a positive outcome (sale, money collected, donation taken, etc.). Outbound Dialing.

Metrics

Metrics Call Center Average Handle Time First call resolution

8 Contact Center KPIs Add to your Management Tool Box

SharpenCX

JUNE 23, 2021

Optimize for better ACR by intelligently routing calls to agents with the right skillset. And, ensure your agents have interaction history and customer data on-hand to inform their conversations. Call abandonment rate. As customers, we don’t have all day to wait on a call with customer service.

Contact Center

Contact Center Abandon rate Management Metrics

Customer Contact Central

14 Critical Call Center Metrics You Should be Tracking

8 Contact Center KPIs Add to your Management Tool Box

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