Fonolo

AUGUST 3, 2021

The first step is knowing the difference between a report and the analytics within it. The difference between reporting and analytics. Analytics act as the backbone of your reports and daily data. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Important call center KPIs.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Balto

DECEMBER 14, 2022

One major mistake call center managers make when measuring productivity is to use its factory definition. When call center productivity is measured as a percentage of occupancy or the total number of calls per hour, factors like service level objectives and staffing levels aren’t taken into consideration.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Noble Systems

OCTOBER 21, 2020

Keeping agents and customers satisfied is critical in today’s fast-paced environments. An ACD that helps you automate tasks can reduce agent burnout, free resources for more complex tasks, and provide faster service for customers. Whatever software you choose should include the ability to: Monitor and record calls.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57