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

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. A recent stat shows that almost 90 percent of customers feel that the experience is as important as the product or service.

Best practices 52

Best practices Call Center Management call center software 52

SharpenCX

FEBRUARY 11, 2020

With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. With metrics and KPIs, you set the bar for performance across your contact center. Use the moments that aren’t spent focused on your customers to build agent professional development.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

NobelBiz

FEBRUARY 21, 2023

Talking about efficiency, our Omnichannel Contact Center Software is a champion in that. With its intuitive interface and buil-in analytics and reporting engine, it is the go-to solution for contact centers to improve their efficiency, and ensure the accuracy and exactitude f collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

JustCall

MARCH 9, 2023

There are over 30 contact center KPI benchmarks that your business can track to achieve higher performance. Let’s dive straight into the 30+ best contact center metrics industry standards. Average Age of Query The average age of query is a metric directly related to how well an agent resolves a query.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

NobelBiz

FEBRUARY 21, 2023

Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Dashboards containing essential call center information are becoming increasingly prevalent in the call center environment. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52