Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

NOVEMBER 1, 2022

According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Hodusoft

APRIL 5, 2023

Second, it can allow you to monitor your agents’ and teams’ performance by tracking metrics such as call resolution rate, call abandonment rate, and average handle time. billion in penalties between January 2021 and February 2022. If you don’t comply, you may pay heavy penalties.

Best practices 52

Best practices Call Center Management call center software 52