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

Fonolo

MAY 30, 2023

The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% higher adherence rate than those without. Real-time adherence ensures that contact centers can react quickly to changing customer demand. But without skill-based call routing tools , it’s difficult to do in practice.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

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

Noble Systems

JUNE 27, 2019

Advanced analytics. Speech analytics is another essential for cloud contact centers. It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

JustCall

MARCH 9, 2023

While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed. Call Arrival Rate It is a type of call volume metric that tells a business how many calls are being received by all agents within a set period of time.

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