Outsource Consultants

APRIL 18, 2024

CSAT (Customer Satisfaction Scores): Reflects overall satisfaction with your service. FCR (First Contact Resolution): Measures the percentage of customer issues resolved in the initial interaction. CES (Customer Effort Score): Gauges the ease of issue resolution for customers.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

OctopusTech

MARCH 1, 2023

Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

JustCall

MARCH 9, 2023

According to a report by 8×8, employee satisfaction and customer experience are now considered the top KPIs to track by contact centers. There are over 30 contact center KPI benchmarks that your business can track to achieve higher performance. Agents should answer as many calls as possible within service level times.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52