ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center.

Call center experience 52

Call center experience Call Center Average Handle Time call center software 52

Fonolo

MARCH 17, 2022

Coping with Labor Shortages in the Contact Center. Call centers rely on metrics and data, from average handle time to customer satisfaction scores, to ensure quality monitoring and influence business strategy. Team management experience. Analytical skills. Catch red flags quickly. Avoiding questions.

Call Center 91

Call Center Management call center software Average Handle Time 91

Global Response

MARCH 1, 2022

Are you looking to make sure call center agents are equipped to handle each call as efficiently as possible? Then you may want to look at average handle time and first contact resolution. To decide which metrics are right for you, let’s look at a few examples. Average handle time.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Fonolo

MAY 16, 2023

Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent. Customer satisfaction: A metric that measures how satisfied customers are with their call center experience. Can Call-Backs Do More for your Contact Center?

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

NobelBiz

MARCH 19, 2024

Abandoned Calls: Identifying trends in abandoned calls allows for adjustments in staffing and workflow to reduce abandonment rates. Average Handle Time: Efficiency in resolving customer inquiries is reflected in the average handle time metric.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. 66% increase in monitored customer calls.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52