At home agents, Customer Experience, First call resolution and Wait times

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

At home agents

Customer Experience

First call resolution

Wait times

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. This hurried approach frequently left customers feeling dissatisfied.

Call Center

Call Center Metrics At home agents Average Handle Time

The State of B2C Complex Customer Care

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. But that’s shifting—and fast.

B2C

B2C Customer Care Schedule adherence outsourcing

Customer Contact Central

Call Center Metrics and KPIs to Measure Performance and Productivity

The State of B2C Complex Customer Care

Stay Connected