Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. 5) Social Media is Synonymous With Customer Support.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JustCall

JANUARY 5, 2021

To calculate the first call close rate, divide the number of new deals closed on the first call by the total number of calls to new leads. First response time refers to the time that agents take in responding to a customer support request. Serving customers right from the get-go, pays off.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

Hodusoft

JUNE 7, 2024

Workforce Management Workforce management in a call center is all about ensuring the right amount of agents with the anticipated call volume to improve operational efficiency and service levels. Effective workforce management not only reduces costs but also enhances customer service standards.

Best practices 52

Best practices Call Center Omni-channel support Management 52