call center association, Course and Interactive Voice Response

What is a call center?

Global Response

FEBRUARY 13, 2022

Alternatively, calls can also be handled by interactive voice response (IVR) systems that enable customers to get answers to common questions or concerns on their own, without the help of an agent. Call centers can provide a variety of services and fulfill a variety of functions on your team.

Call Center

Call Center Interactive Voice Response outsourcing Contact Center

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

Which call center KPIs matter most? Of course, the call center KPIs that matter most for your business depend on your goals. Let’s walk through 8 of the most critical call center KPIs that can help take a standard call center to a superior one. Average abandonment rate.

Call Center

Call Center Metrics Average Handle Time Abandon rate

Customer Contact Central

What is a call center?

KPIs for call centers: 8 critical metrics to track

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