Remove 2017 Remove call center professionals Remove Service level
article thumbnail

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. Based on the available data, contact centers can weigh which channels perform better than the rest. Service Level. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78
article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. How Well Can You Measure the ROI of Your Customer Service Initiative?