call center solutions First call resolution Schedule adherence Self service 
OctopusTech
MARCH 1, 2023
Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.
Hodusoft
DECEMBER 28, 2022
Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. It is an excellent way to assess call center operations and agent effectiveness. The ideal agent utilization rate varies across industries and call types.
Expert insights. Personalized for you.
62 
Let's personalize your content