Analytics Average Handle Time Schedule adherence Survey 
Fonolo
SEPTEMBER 21, 2023
TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Establish Your KPI Tracking Methods If you don’t already have a system to track agent performance, it’s time to upgrade.
Aspect
MAY 18, 2020
In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. Working out of the house puts those personal activities within reach — if only they could flex their schedules a bit.
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Callminer
APRIL 24, 2020
Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. The key takeaway is to use customer feedback (surveys, social media, etc.) Download our report on how interaction analytics can reduce agent attrition !
Playvox
JANUARY 11, 2024
Reporting and Analytics No improvement cycle is complete without the ability to analyze outcomes and performance and share reports with teams and business leaders. Deliver a Better Customer Experience A recent Forbes Advisor survey revealed 48% of consumers are willing to pay more for quality customer service.
JustCall
MARCH 9, 2023
This can be calculated through an agent survey that lets them score how easy it is for them to support the customers. Average Speed of Answer Average speed of answer is the metric that allows you to understand how long your agents are taking to answer inbound calls. You will get the CSAT score by multiplying this figure by 100.
Playvox
JUNE 22, 2023
Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.
Monet Software
JULY 30, 2019
You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. With today’s software technology, analytics such as speech analytics and text analytics can also provide a clearer picture of the contact center performance. Tip: Average Handle Time can be measured in different ways.
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