Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. Customer Satisfaction (CSAT). Customer satisfaction is, of course, the reason we’re all here. This call center metric is an essential gauge of customer perception — how they perceive your product and service.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Fonolo

SEPTEMBER 21, 2023

Customer Satisfaction (CSAT) Customer satisfaction is, of course, the reason we’re all here. This call center metric is an essential gauge of customer perception — how they perceive your product and service. One of the secret ingredients to excellent customer satisfaction is reducing friction at every point.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? Many find an adherence rate of 80% to be a good target.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75