Fonolo

MARCH 2, 2021

The customer service industry got turned on its head in 2020. One of the secret ingredients to excellent customer satisfaction is reducing friction at every point. Customer Effort Score is a great way to do this. Customer Effort (CES). Schedule Adherence. Agent Satisfaction.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. The industry benchmark for the first call resolution measurement is between 70% to 75%.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

SEPTEMBER 21, 2023

The customer service industry is evolving and hasn’t looked back. One of the secret ingredients to excellent customer satisfaction is reducing friction at every point. Customer Effort Score is a great way to do this. The 4 Most Important Call Center Agent Performance Metrics 1.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Calabrio

MARCH 22, 2025

Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. Minimize agent turnover The contact center industry has long struggled with high rates of stress, burnout, and turnover.

Best practices 52

Best practices Contact Center Management Call Center 52

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we have identified four key metrics that provide a comprehensive assessment of customer experience: Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT) , Customer Effort Score (CES) , and First Contact Resolution (FCR). Use AI-driven analytics to identify bottlenecks.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Monet Software

JULY 30, 2019

Customers may be hanging up because they have become accustomed to waiting a long time to reach an agent, which only adds to their frustration with interacting with you contact center. Customer Effort Score: Customer Effort Score (CES) measures how hard it is for a customer to get connected to an agent/advisor.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

OctopusTech

MARCH 1, 2023

This makes it easier for customer service teams to provide 24-hour support since they have employees working in different time zones. Depending on the industry, call systems can screen incoming calls and analyze the customer’s request.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62