Average Handle Time Interactive Voice Response Schedule adherence Self service 
Babelforce
NOVEMBER 30, 2022
Do you know your DTMF IVRs from your ACDs? That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time. This does not include time spent navigating an IVR system. Average Handling Time (AHT).
3CLogic
NOVEMBER 10, 2021
Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Go Beyond Metrics To Offer Individualized Coaching.
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OctopusTech
MARCH 1, 2023
Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.
Noble Systems
JUNE 27, 2019
Inbound interactive voice response (IVR) can provide account information, payment options and responses to frequently asked questions. Outbound IVR can provide personalized messages, administer surveys and other research. Self-service options. Comprehensive inbound and proactive outbound.
JustCall
MARCH 9, 2023
Calls Handled The calls handled metric lets you see how many calls your call agents handled in a predetermined timeframe. It can be categorized into two parts – calls handled by agents and calls handled by IVR or other automated systems. This helps you introduce relevant self-service for customers.
Playvox
JUNE 22, 2023
Three Ways To Improve Call Initiation Metrics Increase the number of agents available for inbound calls during peak times to provide faster call center support to customers. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.
Hodusoft
DECEMBER 28, 2022
A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.
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