Agent burnout Average Handle Time Coaching First call resolution 
Fonolo
MAY 31, 2022
From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Coaching one-on-ones. Total Shift Time —The full amount of time an agent was scheduled to work. Team meetings. Interviews.
Fonolo
MAY 31, 2022
From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Coaching one-on-ones. Total Shift Time —The full amount of time an agent was scheduled to work. Team meetings. Interviews.
NobelBiz
MARCH 6, 2023
This ensures that customers are connected to the right agent. And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores.
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