Fonolo

DECEMBER 9, 2021

No matter the results on an agent’s scorecard, it’s important to keep spirits high and find at least one piece of positive feedback. How to Evaluate Call Center Agent Performance. First call resolution (FCR). The percentage of customers who end up calling the contact center more than once to resolve their issue.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Hodusoft

DECEMBER 28, 2022

Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. Average Handle Time (AHT) Average Handle Time refers to the average time spent by agents to handle or manage a call from start to end.

Best practices 52

Best practices Call Center Metrics call center software 52

Pointillist

JANUARY 25, 2019

This is because most CX practitioners believe that using the two highest values on feedback surveys is the most accurate predictor of customer retention. Call Initiation Metrics and KPIs Customers’ initial contact with a call center has a strong influence on customer perceptions.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75