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

SEPTEMBER 28, 2021

Without proper management, call center agents could be left to handle overwhelming days on their own, lack incentive or structure to grow within their role, and become bored and burnt out fast, leading to high turnover and poor customer experiences. So #callcenter managers, be sure to keep your agents engaged!

Call Center 150

Call Center Management Agent burnout Employee engagement 150

NobelBiz

MARCH 6, 2023

Overall, the goal of predictive dialers is to minimize the time agents spend waiting for calls to connect while ensuring that they only connect to live calls that are most likely to result in a successful outcome. This can help increase the efficiency of call centers and improve the overall customer experience.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Noble Systems

OCTOBER 21, 2020

Once a caller’s issue is identified, the ACD picks the agent that is the most suitable match. Proficiency levels can help choose between similarly skilled agents. With the right configuration and tools, an effective ACD streamlines the entire call routing process and minimizes wasted time, for agents and for customers.

First call resolution 57

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