Call center experience, Customer effort and Interactive Voice Response

A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. One sure way to increase agent attrition is to make them work with an undeveloped supervisor.

Interactive Voice Response

Interactive Voice Response Call Center Gamification Schedule adherence

KPIs for call centers: 8 critical metrics to track

Global Response

MARCH 1, 2022

In order to drive loyalty and increase sales, this consumer services brand wants to focus on improving their customer service experience. In this situation, the best KPIs to track would include average handle time and FCR (first call resolution). Customer effort score. Not sure where to begin?

Call Center

Call Center Metrics Average Handle Time Abandon rate

Customer Contact Central

A Beginner’s Guide On An Effective Inbound Call Strategy

KPIs for call centers: 8 critical metrics to track

Webinars

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