Callminer

OCTOBER 11, 2018

This is the time it takes agents to finish up all the admin and follow-up details before they can begin a new call. We’ve often found that this metric is often looked at but rarely ever looked into with detail to discover how to reduce the time taken. Without question, our most important metric is first call resolution…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Callminer

OCTOBER 3, 2019

In order to find these people, businesses must know what to look for and how to best recruit them. “In “This helps people align their decisions with the brand and culture, such as how to interact with a customer.” Good agents not only know the right questions to ask but also when to ask them, and how to phrase them.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Customer Relationship Metrics

JANUARY 11, 2017

Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Goal: Reduce repeat calls – increase First Call Resolution (FCR), when the emotions are fresh.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67