Playvox

NOVEMBER 1, 2022

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. Remote work is a benefit that’s highly important to customer service agents. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Fonolo

DECEMBER 9, 2021

FACT: According to research from Statista , the majority of employees surveyed believed learning and development is important to career success (76% of Gen Z’s, 61% of Millennials, and 56% of Gen X’s). Abandon rate. Customer satisfaction ratings. A score determined by customer satisfaction (CSat) surveys.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Global Response

DECEMBER 2, 2022

Abandon rate. The inverse of the answer rate. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered). Net promoter score (NPS) is a leading growth indicator based on a survey that asks customers how likely they are to recommend a brand to friends and colleagues, on a scale of 0 to 10.

call center workforce 62

call center workforce Metrics Call Center Management 62

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

DECEMBER 28, 2022

A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.

Best practices 52

Best practices Call Center Metrics call center software 52

Dialer 360

AUGUST 18, 2017

The worldwide metric for Abandonment Rate in the call focus is between 5 to 8%. Adherence To Schedule: Adherence to schedule gives a call center agent’s level of continuity in timetable. They can set a procedure set up to survey call focus KPIs and be set up to follow up on the outcomes.

Benchmark 20

Benchmark Call Center Schedule adherence First call resolution 20

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