Fonolo

AUGUST 3, 2021

This is the percentage of interactions where your agents are able to resolve a customer’s issue during the first call, chat, or email. A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Fonolo

OCTOBER 25, 2022

If you don’t have enough agents working, your call center won’t have the resources to deal with high call volumes and caller demand. This can cause the following call center metrics to suffer: Cost of operation. First call resolution (FCR). Agent satisfaction and attrition.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Balto

JANUARY 21, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Agent Performance Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. Simplify post-call workflows for call center agents to minimize delays.

Call Center 52

Call Center Metrics Abandon rate Average Handle Time 52

Noble Systems

OCTOBER 21, 2020

Once a caller’s issue is identified, the ACD picks the agent that is the most suitable match. Proficiency levels can help choose between similarly skilled agents. With the right configuration and tools, an effective ACD streamlines the entire call routing process and minimizes wasted time, for agents and for customers.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Balto

DECEMBER 14, 2022

Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). Retaining your high-performing agents can contribute to a more productive contact center in the long run.

Call Center 52

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

aircall

DECEMBER 28, 2020

Be careful not to overlook one of the most important components of setting up a distributed workforce— call center software with analytics. Call center analytics will tell you whether individuals and teams are meeting their goals and give you objective data to share with them. Support agent burnout.

Call Center 62

Call Center Analytics Agent burnout Metrics 62