Is an 80/20 Service Level Your Call Center’s ‘North Star’?

Fonolo

Call centers are highly focused on metrics too. If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. An “80/20″ service level means 80% of calls answered in 20 seconds.

What is Call Center Average Wait Time and 3 Ways to Reduce It

Talkdesk

“Your Call Is Important To Us” When your customers hear that, do they really believe it? Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Inbound call center metrics: Inbound Call Volume. First Call Resolution. Call Abandonment Rate. Occupancy Rate. Hit Rate.

Call Center 101 – The Golden Rules of SLAs [Whitepaper]

Fonolo

Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast.

Managing Call Queues for Customer Service Call Centers

Tenfold - Contact Center Blog

Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. What is a Call Queue? On-Call Agents.

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center

Fonolo

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Call-Backs.