Calltools

JUNE 9, 2021

Are you providing the level of service your customers deserve? According to a 2017 Microsoft report , 97% of global consumers say that customer service experiences affect their brand loyalty and buying decisions. Monitoring metrics is the first step in improving your operations. After Call Work Time.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

Callminer

OCTOBER 3, 2019

This collection of tips and common characteristics is intended to help leaders, human resource professionals, and managers in the call center. Each entry is specifically chosen to assist in finding, training, and retaining those rockstar call center reps that will make your facility perform at its best.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Callminer

OCTOBER 11, 2018

Bryan Weinstein is the VP/Business Development and Chief Compliance Officer for Call 4 Health , a medical call center headquartered in Delray Beach, FL, with two additional call centers in Spring Hill, TN and Linthicum Heights, MD. Without question, our most important metric is first call resolution…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561