Fonolo

MAY 16, 2023

Analytics are also called key performance indicators or KPIs. They measure things like call volume, call duration, first call resolution, agent productivity, customer satisfaction, and more. Call duration: The average length of time that a call lasts. The possibilities are endless!

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). But it’s far easier to make a call on whether you would recommend this product or service to friends and family.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. As the name suggests, a First Call Resolution is a call that gets resolved by the support rep on the first call. appeared first on Voxjar. Request a live demo.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 82

Call Center call center software Abandon rate Metrics 82

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 48

Call Center call center software Abandon rate Metrics 48

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 48

Call Center call center software Abandon rate Metrics 48

Callminer

JULY 23, 2019

Call center agents aren’t likely to be motivated by a constant flow of negative feedback. If you must provide constructive criticism, start the coaching session by praising the employee. Giving praise first puts employees in a positive frame of mind so they are more open-minded about what you have to say. Avoid micromanagement.

Best practices 140

Best practices Feedback Call Center Coaching 140