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Abandon rate Brand ambassadors First call resolution Average Handle Time Service level Metrics Benchmark Customer Care Interactive Voice Response Call Center More Related Topics >
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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center?

Call Center 195
Call Center Metrics At home agents Average Handle Time 195
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Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

JUNE 20, 2017

Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Wait-Time on the Phone vs. Chat. Why Customers Prefer Live Chat. Yes, with this software, you have options to use work at home agents (WAHA), agents on premises, agents on-shore or offshore – it opens up a lot of possibilities.

Contact Center 62
Contact Center Consulting Consulting Healthcare 62
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