Remove call center solutions Remove Gamification Remove Schedule adherence Remove Wait times
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Contact Center Key Performance Indicators to Improve CX

Outsource Consultants

Implement skills-based routing to match calls with the best-qualified agents. Offer callback options to reduce customer wait times. Learn how nearshore call centers can improve service levels Reduce Abandonment Rates Abandonment Rate tracks the percentage of callers who hang up before speaking with an agent.

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A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important.