Fonolo

OCTOBER 25, 2022

Call centers need all their parts in order to run smoothly. Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. First call resolution (FCR).

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

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. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Top Ten Call Center Metrics. #1 5 Call Abandonment Rate.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52