Abandon rate Customer effort First call resolution Metrics 
Outsource Consultants
APRIL 18, 2024
In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. We encourage you to check it out.
Fonolo
MAY 16, 2023
But knowing which metrics matter, and how to interpret them, is key to success. Analytics are also called key performance indicators or KPIs. They measure things like call volume, call duration, first call resolution, agent productivity, customer satisfaction, and more.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
JULY 27, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What metrics should call centers and BPOs focus on?
Global Response
MARCH 1, 2022
KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring.
Quality Contact Solutions
MARCH 22, 2021
Goal setting plays an integral role in determining how to implement an inbound call center program successfully. Goal setting & metrics for the inbound call center. First, you must determine the most crucial goal that will drive your business’s satisfaction and, more importantly, your customers.
Advantage Communications
JULY 10, 2019
When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.
Fonolo
MAY 3, 2023
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. The more successful your call center is – that is, the more calls you get – the more likely you are to face increased hold times.
Expert insights. Personalized for you.
67 
Let's personalize your content