Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Number of calls is an analytic that informs reporting on agent occupancy rate.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

OCTOBER 25, 2022

If you don’t have enough agents working, your call center won’t have the resources to deal with high call volumes and caller demand. This can cause the following call center metrics to suffer: Cost of operation. First call resolution (FCR). Abandonment rate. Poor leadership and training.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Fonolo

JANUARY 25, 2022

Some call centers managers take care of these tasks manually while others choose to use specific call center software for workforce management. 5 Tips to Prevent Call Center Agent Burnout Before it Begins. Agent onboarding and training. Voice Call-Backs.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Noble Systems

OCTOBER 21, 2020

You can also use coaching and barge modes to listen to conversations and help guide agents, or even to take over a call and speak directly with the customer. Call scoring lets you evaluate performance to route calls to more successful agents, and to help provide training where there may be gaps.

First call resolution 57

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