Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Call length is an analytic that informs reporting on First Contact Resolution (FCR). Number of calls is an analytic that informs reporting on agent occupancy rate.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Fonolo

SEPTEMBER 28, 2021

Develop and implement a thorough training strategy. Call center agents are only as good as the training they receive. One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Noble Systems

OCTOBER 21, 2020

The ACD takes all of this information into consideration, scans it against the rules that have been configured, and makes an educated decision about where the call should be directed. 6 common strategies for call distribution. There are several methods for call distribution. Is the ACD interface easy to learn and use?

First call resolution 57

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