Playvox

NOVEMBER 1, 2022

Remote work is a benefit that’s highly important to customer service agents. Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Service level. Service level is a fundamental metric. Service level helps you dissect the details of your call center.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Call Abandonment Rate. Occupancy Rate. Transfer rate. Service Level. Contact Rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Check out our eBook on contact center automation for even more tips!). #2

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

SharpenCX

FEBRUARY 10, 2021

The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year. Your hold times, your service levels, and your abandon rates all fall into this category.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76