Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

FEBRUARY 7, 2013

But longer than average wait times can also result in a lower First Call Resolution rate because the experience they have before reaching an operator will dictate how the rest of that customer interaction pans out. Popular related content: 4 Metrics Your Call Center Needs to Track in 2020. Really smart.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

NICE inContact

NOVEMBER 9, 2018

Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR) at around 70%. Consider using feedback tools that let your customers talk back.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49