Playvox

NOVEMBER 1, 2022

Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Remote work is a benefit that’s highly important to customer service agents. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

CrazyCall

AUGUST 8, 2019

Call Abandonment Rate. Average Waiting Time. Occupancy Rate. Average handling time. Transfer rate. Contact Rate. That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook.

Call Center 52

Call Center Metrics Abandon rate Management 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. 1 Average Handling Time.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

SharpenCX

FEBRUARY 10, 2021

Because most of the time, your call center system automatically collects and funnels it to your reporting engine. Your hold times, your service levels, and your abandon rates all fall into this category. Think about your customer surveys and what you learn in your agent 1:1s, here. Qualitative feedback.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76