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4 Insightful Contact Center Reports You Should Be Reading

Fonolo

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Who wrote it: Call Centre Helper. FCR is Undeniably the Most Important Metric.

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4 Insightful Contact Reports You Should Be Reading

Fonolo

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Who wrote it: Call Centre Helper. FCR is Undeniably the Most Important Metric.

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Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

How does a contact center know it’s consistently delivering high quality service? It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure.

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