Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? Many find an adherence rate of 80% to be a good target.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Taylor Reach Group

AUGUST 23, 2017

Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Schedule Adherence. Average talk time. Average hold time. Average handle time. You may have noted that metrics such as Service Level, Calls per day, abandoned calls, occupancy, etc.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66