Inbound KPI Metrics to Monitor for Operational Efficiency
Calltools
JUNE 9, 2021
According to a 2017 Microsoft report , 97% of global consumers say that customer service experiences affect their brand loyalty and buying decisions. Start measuring this KPI after a customer leaves your IVR and wait until they’re greeted by an agent. Slow answering can lead to a high call abandonment rate or low customer satisfaction.
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