Fonolo

JUNE 9, 2020

You may be tempted to track and measure every aspect of your contact center’s performance — instead, pick 5-7 KPIs to focus on so you can focus your efforts where it counts! Average Handle Time (AHT). But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

NobelBiz

SEPTEMBER 12, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. Feedback Loop Creating a feedback loop is integral to agent improvement.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Hodusoft

AUGUST 2, 2023

Modern contact centers can’t operate without a wide range of technology tools. So technology costs are among the major costs in contact centers. The technology costs can include contact center software , customer relationship management (CRM) systems, business phone systems , call routing software, and more.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52