ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Craft a flexible staffing strategy: Hire seasonal agents, explore outsourcing solutions, or cross-train your team to manage demand.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

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). Leverage historical data, seasonal trends, and predicted call volumes to accurately forecast future demand.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.

Call Center 52

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

Hodusoft

AUGUST 9, 2023

Enhance FCR A study conducted by SQM Group revealed that nine out of every ten respondents (93 percent, to be precise) expect their issues to be resolved or their queries to be answered on the very first call. With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Contact Center

Balto

JANUARY 18, 2025

Key Focus Areas: Forecasting call volume and staffing appropriately. Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Leveraging analytics to refine scheduling models.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Key Focus Areas: Forecasting call volume and staffing appropriately. Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Leveraging analytics to refine scheduling models.

Best practices 52

Best practices Call Center Metrics Management 52

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center