Abandon rate Employee engagement industry standards Metrics 
Fonolo
FEBRUARY 11, 2021
The Executive Guide to Improving Call Center Metrics. Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). The Complete Guide to Call Center Metrics. Let’s start with the basics. If not, this is a great place to start.
SharpenCX
JANUARY 28, 2020
Good management, proper training and coaching, employee engagement strategies, the list goes on. Your processes and performance metrics should support future growth and greater customer loyalty. Plus, they should work for improved agent engagement and retention, too. Sure, there are many ways to offer support.
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