Vistio

MARCH 11, 2024

Common performance metrics to consider include increases in first-call resolution rates, reduction in handling times, lower employee turnover, and improvements in customer satisfaction scores. Are agents receiving immediate and constructive feedback during training?

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

JustCall

OCTOBER 22, 2023

Benchmarking: Knowing whether your CX is actually good or bad can be challenging. Actionable Insights and Personalization: It’s great to gather feedback, but the real magic lies in knowing what to do with it. Implement Post-Call Surveys Integrate post-call surveys into your customer service workflow.

Surveys 52

Surveys Best practices Feedback First call resolution 52

Balto

JUNE 13, 2022

In the contact center industry, we talk a lot about the importance of first call resolution (FCR). The more queries we can resolve on the first contact, the more satisfied customers are. Industry benchmarks put the call escalation rate at about 10%. Use Real-Time Coaching.

Management 52

Management Contact center software Coaching Contact Center 52

Callminer

JULY 23, 2019

Over the four years the program has been in place, all key program metrics have shown progressive, benchmark-exceeding improvement. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score. Make sure to listen to calls. Avoid micromanagement.

Best practices 140

Best practices Feedback Call Center Coaching 140

Hodusoft

AUGUST 2, 2023

Performance evaluation Calculating cost per call can help you in determining the efficiency and effectiveness of your contact center operations. By comparing the cost per call against industry benchmarks, you can measure your performance and identify areas for improvement. That’s a sheer waste of time.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Balto

NOVEMBER 28, 2023

Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions.

Quality management 52

Quality management Call Center Management Contact Center 52