Abandon rate, At home agents and First call resolution

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Abandon rate

At home agents

First call resolution

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center?

Call Center

Call Center Metrics At home agents Average Handle Time

25 Tips & Best Practices for Identifying the Best Call Center Services

Callminer

OCTOBER 22, 2019

Virtual, or utilizing “at-home” agents. When choosing the best contact center for your business, consider which functions of managing a call center are most important to delegate and which you would like to be more involved in. There are three primary options when partnering with an external provider: .

Best practices

Best practices Call Center outsourcing Contact Center

Customer Contact Central

Call Center Metrics and KPIs to Measure Performance and Productivity

25 Tips & Best Practices for Identifying the Best Call Center Services

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