Hodusoft

APRIL 5, 2023

In the age of multichannel communication, you can consider investing in high-quality omnichannel contact center software. 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.

Best practices 52

Best practices Call Center Management call center software 52

Playvox

APRIL 14, 2022

Related Article: Is Your Organization Ready for the Top Contact Center Trends of 2022? The performance of workforce planning can be measured by: Service levels Abandon rates Occupancy rates Utilization Forecast accuracy. Forecasting and scheduling must accommodate a multichannel/omnichannel operation.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

Hodusoft

OCTOBER 19, 2023

million in 2022 to US$34, 570.73 Metrics such as average handling times ( AHT ), call abandonment rates, and customer satisfaction rates can be used to determine the areas that require improvement, ultimately leading to cost reductions. Read Also: Why BPO Companies Must Adopt Multichannel Customer Support Center 6.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52