Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Number of calls is an analytic that informs reporting on agent occupancy rate.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

NobelBiz

MARCH 6, 2023

Agents spend more time talking to live prospects, which improves the quality of the calls and increases the chances of generating leads. Better lead management : By tracking call outcomes and providing real-time feedback to agents. The goal is to deliver the finest service possible to consumers.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Xaqt

FEBRUARY 26, 2020

With Xaqt's Cognitive IVR, you have constant visibility into who is calling, why they're calling, what questions are being asked and what feedback is being collected. For those questions that we don't have an answer to, we partner with you or the CDC to find them.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Of course, this feedback is only useful if you can do something about it!

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52