Abandon rate contact center workforce First call resolution 
Fonolo
NOVEMBER 3, 2022
Agent absenteeism rate. Call quality. First call resolution rate. Occupancy rate. Call volume. Call abandonment rate. All of these activities contribute to a more engaged contact center workforce. Feel free to add elements that fit your specific needs.
Calabrio
MARCH 25, 2025
Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). Why it matters: Reflects reduced (or increased) customer effort. Book a free demo today.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Expert insights. Personalized for you.
128 
Let's personalize your content