aircall

JANUARY 24, 2022

That figure is up by $13 billion from 2016. Call centers that ensure strong customer engagement and support implement when they use the advantages of a cloud-based phone system and call center software. Here’s how the right software solutions can take your call center from good to great.

Call Center 126

Call Center Best practices call center software CRM 126

airespring

FEBRUARY 29, 2016

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. 40% of contact centers “have no tools to analyze data.”.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Tenfold - Contact Center Blog

JULY 9, 2018

To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78