Fonolo

AUGUST 3, 2021

This is the percentage of interactions where your agents are able to resolve a customer’s issue during the first call, chat, or email. A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

NobelBiz

MARCH 6, 2023

This ensures that customers are connected to the right agent. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores. This information is useful in identifying areas for improvement and optimizing call center operations.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

aircall

DECEMBER 28, 2020

Quality training and onboarding are key to maintaining a productive call center. Beyond that, it’s important to communicate clearly to customer support agents what you expect of them. Here are some tips for how to set clear expectations for distributed teams: State expectations simply and clearly. Support agent burnout.

Call Center 62

Call Center Analytics Agent burnout Metrics 62