2016 Average Handle Time Benchmark First call resolution 
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. Call Centers Will Change in 2020. Call Center Trends 2016. Social Media ? a Not-So-Secret Weapon.
Fonolo
SEPTEMBER 27, 2016
Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” Accessible information both empowers your agents and improves the customer experience because a well-informed agent is much more able to resolve customers’ problems on the first contact. And you know what?
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