Call Design
SEPTEMBER 21, 2021
Better engaged agents are retained for longer, thereby building a better knowledge base within your contact centre. A highly knowledgeable workforce directly impacts the quality of customer service and the overall experience. Data Analytics. Schedule adherence. Metrics include: • First call resolution.
OctopusTech
MARCH 1, 2023
Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.
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Hodusoft
DECEMBER 28, 2022
A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.
Tenfold - Contact Center Blog
JULY 9, 2018
By deploying reliable call center analytics software, performance-based results can be accurately measured. This is achieved maintaining a comprehensive knowledge base (FAQs) that customers can use as the first line of support. Agent Schedule Adherence & Agent Attrition Rate.
Playvox
JUNE 22, 2023
Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.
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