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Remove Benchmark Remove Customer retention Remove Schedule adherence Related Topics
call center workforce Abandon rate Abandon Call Average Handle Time Customer effort Time management Wait times Customer Care Gamification Interactive Voice Response More Related Topics >
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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52
Call Center Metrics Schedule adherence Average Handle Time 52
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The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

JANUARY 25, 2019

This is because most CX practitioners believe that using the two highest values on feedback surveys is the most accurate predictor of customer retention. Call Initiation Metrics and KPIs Customers’ initial contact with a call center has a strong influence on customer perceptions.

Call Center 75
Call Center Metrics Abandon rate Average Handle Time 75
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