Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. A 2016 survey by Call Center Helper shared that 62.7% First Contact Resolution.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Noble Systems

JUNE 27, 2019

Back in 2016, Gartner predicted that with the help of AI and ML, 85% of customer and company relationships will be able to be maintained without human interaction by 2020. Although it may not happen next year, technology is moving in that direction.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Contact Center Geek

MARCH 22, 2019

She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. He added, “Because contact centers typically have clear and visible metrics/standards, those are more easily incorporated into weekly One On Ones and Feedback, and also into Coaching and even Delegation.”

Management 48

Management Coaching Contact Center Schedule adherence 48