Fonolo
AUGUST 17, 2021
Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. From seminars and videos to group training and one-on-one coaching sessions, there is no excuse to slack on agent training. Then, act on your results.
Quality Contact Solutions
DECEMBER 31, 1969
Abandon Rate : The percentage of inbound phone calls that abandon before speaking with the call center agent. Kelli speaks at call center seminars around the globe to share her industry knowledge and insights with her peers. Inbound Call Center Metrics That Drive Customer Satisfaction.
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Fonolo
JANUARY 31, 2023
Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Or, you might share a few metrics like FCR or abandon rate before and after your team uses Fonolo’s Voice Call-Backs! What is Call Center Training?
Fonolo
MARCH 17, 2020
We need seminars. Jessica Cryer, CSPN’s VP of Business and Customer Service strategy, explains that to effect change at Hyundai Canada, they took a multifaceted approach with training seminars and workshops, as well as a high-. To think that we’re strong enough to change it on our own isn’t good enough. We need training.
Fonolo
JULY 27, 2021
Take your pick — first call resolution (FCR) , abandon rate , customer satisfaction (CSAT) , and more. Abandon rate. Abandon rate , or abandonment rate, refers to the number of callers that abandon a call (hang up) while waiting for an agent to answer. Net promoter score (NPS).
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