Tenfold - Contact Center Blog
JULY 9, 2018
Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%
Noble Systems
JUNE 27, 2019
Back in 2016, Gartner predicted that with the help of AI and ML, 85% of customer and company relationships will be able to be maintained without human interaction by 2020. Although it may not happen next year, technology is moving in that direction.
Contact Center Geek
MARCH 22, 2019
She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. This is a common practice in many contact centers. At the time, I was running a customer service and sales call center for a large national bank.
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