Fonolo

MAY 16, 2023

Analytics are also called key performance indicators or KPIs. They measure things like call volume, call duration, first call resolution, agent productivity, customer satisfaction, and more. Call duration: The average length of time that a call lasts. The possibilities are endless!

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

TechSee

AUGUST 26, 2024

Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. First Call Resolution (FCR) : Striving for first call resolution should be a key objective.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). But it’s far easier to make a call on whether you would recommend this product or service to friends and family.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 82

Call Center call center software Abandon rate virtual call center 82

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 48

Call Center call center software Abandon rate virtual call center 48

aircall

DECEMBER 16, 2016

While this can mean quantitative improvement, such as taking more calls, fielding more support issues, or closing more sales, you could also concern yourself with qualitative improvement. For instance: First call resolution is an indicator of the ease with which callers obtain a solution to an issue. Stay in the loop.

Call Center 48

Call Center call center software Abandon rate virtual call center 48

NobelBiz

NOVEMBER 15, 2022

This targeted approach ensures efficient issue resolution, reducing customer effort and maximizing agent productivity. Predictive Analysis AI’s ability to analyze data and predict trends can help agents anticipate customer needs, offering proactive service. This improvement is also feasible at a department level.

Call Center 52

Call Center Contact center software Contact Center First call resolution 52