Abandon rate Average Handle Time Customer emotions Training 
VocalCom
AUGUST 7, 2017
Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. Through close examination across channels, brands may use such valuable information to create richer customer experiences.
VocalCom
MAY 29, 2017
This information can then be used to improve service as well as marketing practices for greater customer satisfaction. Remember that your contact center agents have plenty of insights into your customers’ feelings. Use different kinds of customer surveys. Analyze customer satisfaction metrics.
Balto
NOVEMBER 28, 2023
Some of these metrics include: First Call Resolution (FCR) Rate: Quantifies the percentage of inquiries that are fully resolved from the initial interaction, without requiring call rerouting or follow-up calls. Not to mention, customer surveys tend to be skewed.
Expert insights. Personalized for you.
48 
Let's personalize your content