BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. How do metrics and standards play a role in exceptional customer service? This blog post has consistently ranked as one of our most popular year after year. Are they listening?

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Balto

MARCH 3, 2025

Smart routing systems direct calls to the most qualified agents based on skills, availability, and past performance metrics. This reduces wait times and improves first-call resolution rates. Predictive analytics identify peak call times and staffing needs, enabling managers to optimize schedules and resources.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

SharpenCX

DECEMBER 2, 2020

Do agents have access to daily performance metrics? Surface your team’s top three performance metrics to each agent and show them their daily progress against those metrics. ( How to upskill your agents with frequent coaching and better metrics. And, map each goal to relevant metrics. Hey, over here!

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Balto

JANUARY 17, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. In 2025, your contact center is your brand. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. In 2025, your contact center is your brand. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 21, 2025

Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable. Lets explore how these performance metrics provide the foundation for a thriving call center and set you up to exceed both customer and business goals. But how do you measure success?

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable. Lets explore how these performance metrics provide the foundation for a thriving call center and set you up to exceed both customer and business goals. But how do you measure success?

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

For managers striving to improve call center performance, the goal isnt just to handle more incoming callsits about creating a seamless experience for both call center agents and customers. Real-time guidance minimizes time spent searching for information, while automated post-call tasks free agents to focus on the next interaction.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Calabrio

MARCH 22, 2025

Why Its So Critical to Get Contact Center Management Right in 2025 In 2025, the contact center is no longer just a cost center; it’s an essential strategic asset in the pursuit of better customer experiences. Effective management is crucial for transforming it into a hub of customer intelligence and value creation.

Best practices 52

Best practices Contact Center Management Call Center 52

The Northridge Group

AUGUST 31, 2023

Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition. Monitor performance metrics to identify areas for additional improvement and refinement. Experts expect this number to grow to 35% by 2025.

contact center associations 67

contact center associations Average Handle Time Healthcare Contact Center 67

The Northridge Group

AUGUST 31, 2023

Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition. Monitor performance metrics to identify areas for additional improvement and refinement. Experts expect this number to grow to 35% by 2025.

contact center associations 67

contact center associations Average Handle Time Healthcare Contact Center 67

Outsource Consultants

FEBRUARY 1, 2025

As of 2025, the country accounts for approximately 70% of the world’s outsourcing market. This dominance reflects in the sheer scale of operations – the Business Process Outsourcing market in India is projected to grow by 8.31% (2025-2029) resulting in a market volume of US$10.94bn in 2029.

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

Outsource Consultants

JANUARY 28, 2025

Gartner predicts that 85% of customer service leaders will explore or pilot AI-driven customer-facing solutions by 2025. These might include reducing average handle time by 20%, increasing customer satisfaction scores by 15%, or cutting operational costs by 25%. Set up dashboards for real-time monitoring of these KPIs.

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. Misinterpretation of metrics leading to poor decisions.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

SharpenCX

MARCH 5, 2020

In fact, CCW found by 2025, some 52% of contact center leaders plan to completely unify their contact center systems through technology. And, another 60% plan to intelligently route customers to the right agent, at the right time, across any channel. Getting rid of a key cause of customer frustration. Listen carefully.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52