Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Call length is an analytic that informs reporting on First Contact Resolution (FCR). Important call center KPIs.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

OCTOBER 25, 2022

If frequent agent absences are getting the best of your call center, it’s time to remedy the issue. Let’s explore the most common causes of call center absenteeism and how to fix them. How to Foster Agent Engagement in Today’s Contact Center. Why Attendance Matters in the Call Center.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Industry Report: State of the Contact Center 2022. Agent onboarding and training.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Noble Systems

OCTOBER 21, 2020

Keeping agents and customers satisfied is critical in today’s fast-paced environments. An ACD that helps you automate tasks can reduce agent burnout, free resources for more complex tasks, and provide faster service for customers. Blog: Call Center Software 101: Introduction to Customer Contact Technology.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57