Callminer

OCTOBER 11, 2018

To gain some insight into these commonly-overlooked and often-undervalued metrics, we reached out to a panel of call center pros and business leaders and asked them to answer this question: What’s the single most undervalued / overlooked call center metric (and how can companies do a better job of leveraging it)?

Call Center 561

Call Center Metrics Contact Center Wait times 561

Callminer

OCTOBER 3, 2019

Be sure you meet regularly with your employees to check-in and make sure they’re still happy and motivated. “If The goal of the phone call is to resolve the issue during the first interaction. Studies show that “67% of customer churn is preventable if the issue is resolved during the first engagement.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Calltools

JUNE 9, 2021

The handle time starts when an agent answers and only ends when the agent disconnects the call. A long average handle time is not only a sign that your caller satisfaction can be improved, but also that your agents may need additional training in efficient handle time. After Call Work Time. First Call Resolution.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52