InMoment XI

MARCH 14, 2025

Use a Conversational Intelligence Tool Some KPIs, like average handle time and first call resolution, are easy to measure with numbers alone. High first-call resolution scores are great, but not if the resolution left most customers angry. But numbers arent enough to paint a full picture.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

OCTOBER 31, 2024

Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Leverage automated workflows for activities like updating records to save time that agents can utilize for other calls.

Call Center 195

Call Center Metrics Self Service Effort Score 195

NobelBiz

JANUARY 28, 2025

These are the essential KPIs you should track: First Call Resolution (FCR) Rate : How often are customer issues resolved in the first interaction? A high FCR rate indicates operational efficiency and customer satisfaction. Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Calabrio

MARCH 22, 2025

Implement a reliable contact center call recording solution to record interactions and begin the process of turning every conversation into a source of actionable insights. Transfer Rate: The percentage of calls transferred to another agent or department. But first, you have to capture that activity.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

DECEMBER 13, 2024

Tracking Call Center Metrics Businesses can track call center metrics to ensure teams are meeting their objectives. For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. Call transcription tools record calls in textual format for easier analysis.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

SurveySensum

OCTOBER 29, 2024

According to McKinsey , effective use of analytics in contact center operations can help you reduce the average handle time by up to 40%, increase self-service usage by 20%, cut employee costs by $5 million, and improve conversion rates on service-to-sales costs by 50%. Let’s find out! Let’s understand each of them.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

rethinkCX

JUNE 12, 2024

Determine the right KPIs for your organization (source) Selecting the right Key Performance Indicators (KPIs) for a call center depends on various factors, including the organization's goals, industry, size, and customer service priorities. A high abandonment rate may indicate issues with call volume, wait times, or service quality.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52