Calltools

JUNE 9, 2021

A long average handle time is not only a sign that your caller satisfaction can be improved, but also that your agents may need additional training in efficient handle time. Measure the average time it takes for your agents to update accounts, cancel accounts or process caller requests. After Call Work Time.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

NobelBiz

FEBRUARY 7, 2022

Simple questions like company hours, office locations, account balances, and shipment information may be readily answered with precise responses, even when the contact center is closed. However, the caller should be warned via tailored messages that they will not receive attention from any agent outside of work hours.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Callminer

OCTOBER 11, 2018

Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. Operational efficiency, particularly focusing on caller forecasting.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67