Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

MAY 30, 2023

Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% higher adherence rate than those without. But without skill-based call routing tools , it’s difficult to do in practice.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Particularly, the metric- cost per contact. Call center metrics focus entirely on average handling time or average talk time.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. That can lead to data overload and the really important metrics can get lost in the shuffle. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

DECEMBER 9, 2021

Also, holding people accountable for their own growth helps to keep agents feeling engaged throughout the process. First call resolution (FCR). The percentage of customers who end up calling the contact center more than once to resolve their issue. Schedule adherence. . Call quality. .

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Noble Systems

JUNE 27, 2019

Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Automating and queueing call backs also elevates the customer experience. They also get easy access to account information so that they can communicate with customers, and give them answers faster.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57