NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at?

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

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. It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Talkdesk

AUGUST 25, 2016

Number of calls in queue, average handle times, speed to answer. When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. So the question becomes: Can traditional call center metrics zero in on how to meet customer expectations? The solution?

Metrics 41

Metrics call center software Abandon rate Call Center 41

Squelch

MAY 27, 2019

Just consider these studies : A 2018 global survey by Econsultancy and Adobe found that 65 percent of respondents reported that “improving their data analysis is a very important factor in delivering a better customer experience.” From classic CX measurements like NPS, CES, and CSAT to support metrics (e.g.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

COPC

AUGUST 4, 2016

Debt collection makes up 6 percent of outbound activity, and customer satisfaction surveys account for just 4 percent of the total volume. Outbound activity is also being driven by an increase in the number of firms that offer customers the option to request a callback when agents are unavailable or hold times are expected to be high.

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026. Call centers have to constantly work to improve their key performance metrics.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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. Simply put, it’s getting it right the first time and reducing customer effort.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78