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. Make data-driven decisions with KPIs. Let’s start with the basics.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Fonolo

NOVEMBER 7, 2018

All at once, you’re: Putting an end to hold time (and thus giving customers their time back); lowering abandon rates; smoothing out spikes in call volume; improving the overall contact center agent experience; and improving the overall customer experience by leaps and bounds. Meeting the Industry Standard of Service Level.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

SharpenCX

JANUARY 28, 2020

Good management, proper training and coaching, employee engagement strategies, the list goes on. Create a process for your team to consistently track important call center metrics , like customer satisfaction, first contact resolution, and abandon rate. Sure, there are many ways to offer support. What’s next?

Call Center 69

Call Center call center software Abandon rate Contact Center 69