pindrop

AUGUST 16, 2021

It takes time for a caller to go through KBAs, which adds to the overall duration of the call. Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. Million Minutes in Handle Time.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. Track all of the important call center metrics. Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fenero

SEPTEMBER 15, 2018

Focus on Metrics that Drive Positive Agent Experience. Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc. Maintain a Culture of Agent Ownership.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Focus on Metrics that Drive Positive Agent Experience. Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc.

Call Center 8

Call Center Morale Automotive Metrics 8