Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Solvvy

MARCH 22, 2022

A: The process can start with just one employee advocating for a better customer and agent experience by offering self-service at their company. We advise businesses to set up 30-, 60- and 90-day benchmarks upon implementation. This increases morale, reduces churn and leads to less employee turnover.

Chatbots 62

Chatbots Morale Benchmark Upselling 62

Enghouse Interactive

NOVEMBER 27, 2020

At the same time, a greater proportion of routine customer service queries are now handled through web and voice self-service – research suggests that 83% of consumers are happy to use web self-service systems in order to help themselves.

Self service 58

Self service Benchmark Scripts Best practices 58

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Nicereply

DECEMBER 22, 2020

If you can’t hire more people, reduce the load for your staff by creating a holiday season FAQs to ensure that simple queries can be handled by self-service. You can offset this trend with proactive customer service. Benchmark metrics. More pressure to perform.

Wait times 59

Wait times Consulting Consulting Morale 59

Fonolo

SEPTEMBER 27, 2016

We often hear from call center managers who are trying to improve their call metrics with our solutions. “Front line managers are the most critical part of the Customer Service team. They drive morale, they make agents better by coaching and as we all know, they are the most important factor in whether an agent stays or leaves.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98