Feedback First call resolution Schedule adherence Self service 
Hodusoft
DECEMBER 28, 2022
Let’s unwrap some useful call center metrics that provide deep insights about consumer interaction and can be leveraged by businesses to improve CX. Average Handle Time (AHT) Average Handle Time refers to the average time spent by agents to handle or manage a call from start to end.
3CLogic
NOVEMBER 10, 2021
Low-quality feedback from supervisors. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. There are a number of reasons.
Pointillist
JANUARY 25, 2019
This is because most CX practitioners believe that using the two highest values on feedback surveys is the most accurate predictor of customer retention. Call Initiation Metrics and KPIs Customers’ initial contact with a call center has a strong influence on customer perceptions.
Expert insights. Personalized for you.
52 
Let's personalize your content