Fonolo

MAY 25, 2022

If it’s above this benchmark, your contact center’s operation could benefit from some better budgeting or the technologies in our Top 5 list below. How to Calculate Cost Per Contact in the Call Center. Consider outsourcing. One way to start cutting costs is by outsourcing internal services like IT or HR.

Call Center 87

Call Center Technology First call resolution outsourcing 87

Fonolo

FEBRUARY 18, 2021

For example, if you’re looking to increase productivity and agent performance, you’re likely looking at a larger goal of improving employee engagement. Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Create a benchmark for success.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Fonolo

MAY 25, 2022

If it’s above this benchmark, your contact center’s operation could benefit from some better budgeting or the technologies in our Top 5 list below. How to Calculate Cost Per Contact in the Call Center. Consider outsourcing. One way to start cutting costs is by outsourcing internal services like IT or HR.

Call Center 67

Call Center Technology First call resolution outsourcing 67

JustCall

JANUARY 19, 2023

Call centers are used to enhance customer experience by using modern and digital channels. With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement. How does Call Center Optimization help the Customer Experience?

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

NobelBiz

APRIL 18, 2023

The average call handling time (AHT) is one of the oldest and most important key performance indicators (KPI) for contact center performances. It is much more critical in determining the economic model of a partnership when outsourcing call center activities. Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Without question, our most important metric is first call resolution…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561