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How to Create a Call Center Performance Report

Fonolo

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Call center reporting is more than just showing your stats. What is Call Routing in a Contact Center? Quality score.

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2024 Predictions for Call Center Outsourcing

Outsource Consultants

Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

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4 Key Contributors to Call Center Absenteeism and How to Address Them

Fonolo

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This can cause the following call center metrics to suffer: Cost of operation. Abandonment rate.

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Call Center Occupancy Vs Utilization: Their Importance and their Differences 

JustCall

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. Here again, the metrics will differ.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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The Ultimate Guide to Creating a Successful Predictive Dialer Campaign for Your Business

NobelBiz

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. This ensures that customers are connected to the right agent. As the adage goes, “Lost time is never found again.”

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How to Properly Scale a Distributed Team

aircall

Be careful not to overlook one of the most important components of setting up a distributed workforce— call center software with analytics. Analytics also provides the means for you to set up metrics and KPIs to gauge your team’s productivity and inform your decisions about scaling your teams. Support agent burnout.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.