JustCall

MARCH 9, 2023

By using features like call tagging, click-to-call, Customer Relationship Management (CRM) integration for lead data, information tracking and sharing, etc., businesses can expedite their outward, customer-centric initiatives. What is BPO in call centers? Frequently Asked Questions 1.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

JustCall

NOVEMBER 23, 2022

Call Summary Report : Shows details about all incoming calls in a specific time period, including data such as the number of answered calls, talk time, agent picking speed, abandoned calls, etc. Customer Centric KPIs. Set targets or benchmarks for each KPI and measure your progress against them.

Call Center 52

Call Center Abandon rate Interactive Voice Response Wait times 52

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75