NobelBiz

JUNE 19, 2023

This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions. Clear Performance Metrics: Establishing clear performance metrics allows supervisors to track and evaluate agent performance in real-time. Consider the following steps: 1.

Call Center 52

Call Center Coaching Contact Center Metrics 52

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. Walk them through the metrics and why they matter.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though. Your work isn’t over after you carefully harvest info from your customer and agent interactions. Walk them through the metrics and why they matter.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Comm100

SEPTEMBER 28, 2022

Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. We’ll look more at the average handle time metric later. You can analyze this metric by viewing your chat volume report. You can check out this metric in the agent workload report.

Average Handle Time 93

Average Handle Time Benchmark Wait times Metrics 93

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. High turnover not only affects the contact center performance but also dampens team morale.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. A high FCR typically means you are also doing really well with: Customer Experience – You normally see high FCR and high CSAT scores going hand-in-hand. That can leave you in a moral quandary….

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40