Average Handle Time, Call center experience and Technical Support

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

Are you looking to make sure call center agents are equipped to handle each call as efficiently as possible? Then you may want to look at average handle time and first contact resolution. In this situation, the best KPIs to track would include average handle time and FCR (first call resolution).

Call Center

Call Center Metrics Average Handle Time Abandon rate

What is call center technology?

ViiBE Blog

MAY 13, 2021

In contrast, others make outbound calls to customers, and some even do both. Regardless, similar technology is critical to the proper functioning of the call center. No matter the kind of call center, ensuring a positive call center experience is crucial to a customer’s experience with a company.

Call Center

Call Center Technology virtual call center Interactive Voice Response

Customer Contact Central

KPIs for call centers: 8 critical metrics to track

What is call center technology?

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