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Remove Abandon rate Remove At home agents Remove Wait times Related Topics
Customer effort Brand ambassadors First call resolution Average Handle Time Service level Metrics Benchmark Customer Care Interactive Voice Response Call Center More Related Topics >
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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 195
Call Center Metrics At home agents Average Handle Time 195
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Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

JUNE 20, 2017

Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Wait-Time on the Phone vs. Chat. For example – an abandoned shopping cart is a great opportunity to offer chat resolve a question or concern and to move the person closer to close. Wait-Time on the Phone Vs. Chat.

Contact Center 62
Contact Center Consulting Consulting Healthcare 62
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