Abandon rate Coaching Employee engagement industry standards 
Fonolo
FEBRUARY 11, 2021
Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). Put the focus on employee engagement and find out what would make them happier in their daily work. Establish a comprehensive training & coaching program.
SharpenCX
JANUARY 28, 2020
Good management, proper training and coaching, employee engagement strategies, the list goes on. How will you use training and coaching tools through the software? Create a process for your team to consistently track important call center metrics , like customer satisfaction, first contact resolution, and abandon rate.
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