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Remove 2017 Remove call center professionals Remove Wait times Related Topics
Gamification Schedule adherence Call center experience First call resolution Abandon Call Call Logging Average Handle Time virtual call center Service level Abandon rate More Related Topics >
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Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Call Center Trends 2017.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. 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.

Metrics 78
Metrics Call Center Schedule adherence Abandon Call 78
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