2019 Abandon rate First call resolution Service level 
Fonolo
APRIL 11, 2019
The must-have “ service level ,” call abandonment rates, first call resolution (FCR), average speed of answer (ASA), average time in queue, and other metrics are top of mind for managers and agents alike. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year.
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. Call Centers Will Change in 2020. Contact Center Trends 2019. contactcenter #2020trends Click To Tweet.
Expert insights. Personalized for you.
87 
Let's personalize your content