Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Read on to gain valuable insights.

virtual call center 52

virtual call center Call Center Metrics call center software 52

aircall

AUGUST 29, 2022

In the context of a call center, the input can be your call center agents and your output can be the number of support tickets resolved in a week. Here’s an example: Call Center A has 50 agents who can collectively resolve 500 support tickets in a day. Average Handling Time (AHT).

Call Center 118

Call Center virtual call center call center software Self service 118

NobelBiz

MAY 24, 2022

These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.).

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

JustCall

MARCH 9, 2023

Multichannel and Omnichannel Contact Centers While they may sound like the same thing, multichannel and omnichannel contact centers are actually different. A multichannel contact center allows your business to contact or stay in touch with customers over a variety of channels.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52