Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” FCR is the Most Important Metric. Call Center Trends 2017.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Insite Managed Solutions

OCTOBER 14, 2015

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. Forecasting & Requirements – Once you have your metrics, you should now understand what drives your business. How do the metrics stack up against forecasted versus actual?

Management 40

Management Abandon rate Metrics Contact Center 40

Fonolo

MAY 12, 2020

I would say the biggest change has been the chat feature, which we introduced in 2017 and has grown exponentially since. Every contact center manager seems to value different metrics — what KPIs do you use? So we coached her and worked with her, and coached her some more, and she just kept at it.

Contact Center 81

Contact Center Management Banking Abandon rate 81

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54