Caller satisfaction Examples First call resolution Interactive Voice Response 
Calltools
JUNE 9, 2021
The latest call center software offers the dynamic services your customers need, but first you must use these inbound metrics to discover bottlenecks, inefficiencies and weak points in your call center customer service experience. Monitoring metrics is the first step in improving your operations. After Call Work Time.
Customer Relationship Metrics
JANUARY 11, 2017
Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.
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