Fonolo

SEPTEMBER 21, 2023

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. It’s no surprise that reducing friction at every point is one of the secret ingredients to excellent customer satisfaction.

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. A positive and supportive work environment can significantly boost agent morale, leading to higher productivity and exceptional customer service.

Best practices 52

Best practices Contact Center Management Call Center 52

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