Global Response

MARCH 1, 2022

KPIs don’t just help you understand what’s happening in your call center, though—they can also help you better understand your business across sales, marketing and service departments. Are you looking to make sure call center agents are equipped to handle each call as efficiently as possible?

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. When structured to achieve clear objectives, inbound call centers can also be revenue-generating.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Fonolo

NOVEMBER 17, 2020

Matt Beaty , Executive Vice President of Sales & Marketing at Brightmetrics™. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Call Centers Will Change in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176