Analytics Customer effort Morale Schedule adherence 
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). Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Customer Effort Score is a great way to do this.
Monet Software
JULY 30, 2019
With today’s software technology, analytics such as speech analytics and text analytics can also provide a clearer picture of the contact center performance. To improve FCR, call recording and speech analytics can provide more insights. Tip: Schedule adherence is a great way to see how your agents manage their schedule.
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