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.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Call Design

SEPTEMBER 21, 2021

Data Analytics. Metrics include: • First call resolution. Schedule adherence. For more information on gamification download our ebook [link] or speak to our professional team at Call Design and discover more about how we can help you increase engagement and motivation in your contact centre.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Fonolo

DECEMBER 9, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. How to Evaluate Call Center Agent Performance. Schedule reviews regularly and well in advance. To ensure agents know when their reviews are, schedule them in batches and on the same cadence. First call resolution (FCR). Call quality. .

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Hodusoft

DECEMBER 28, 2022

Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence.

Best practices 52

Best practices Call Center Metrics call center software 52

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. So how can you ensure you maintain or improve first call resolution rates?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

JustCall

MARCH 9, 2023

This metric helps you understand how well your customer support team manages the incoming call volume. Agent Effort Score To provide the best support to customers, agents need to know how to navigate the systems and find relevant information. To know how JustCall can help make your contact center KPIs better, visit the website.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75