Fonolo

AUGUST 3, 2021

By leveraging the wealth of data available in your call center software’s online reporting tools, you can keep a close eye on the productivity, performance, and quality of your overall customer service offering. Number of calls is an analytic that informs reporting on agent occupancy rate. Abandonment rate.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

SEPTEMBER 28, 2021

Service level – the percentage of calls answered within a specified time frame. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

JULY 31, 2023

Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. While the actual work the employee performs has a significant impact, whether employees have the necessary tools to excel is just as important. Agents cannot perform with inadequate shift coverage.

Self service 85

Self service Management Coaching Contact Center 85

Noble Systems

OCTOBER 21, 2020

The ACD can help maximize customer service and improve the productivity of incoming customer contacts, especially when designed with the features and tools that are essential to inbound services. Use this method to decrease wait times without disturbing busy agents. Aid agents during their calls.

First call resolution 57

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