Fonolo

AUGUST 3, 2021

We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. Some of the key metrics that you might choose to include in your report may detail customer satisfaction, hold times, inbound calls, agent productivity, and call resolution. Service level.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. To keep your team engaged and performing at their best, your agents need to be coached daily.

Coaching 76

Coaching Management Contact Center Morale 76

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. Aid agents during their calls. Manage team schedules to meet service level targets.

First call resolution 57

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