InMoment XI

OCTOBER 31, 2024

Leverage automated workflows for activities like updating records to save time that agents can utilize for other calls. Average Call Abandonment Rate If customers have to wait longer than expected, they will likely hang up out of frustration. For example, are they hesitant when offering solutions?

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

MARCH 14, 2025

This data could include: Customer call recordings (or transcriptions of those recordings) Customer feedback (surveys) Written customer interactions (email, chat, helpdesk) 4. Analyze Data Interpreting call center metrics starts with identifying patterns: what issues surface the most frequently?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

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. High NPS scores indicate strong customer relationships.

Contact Center 130

Contact Center Management Strategy Call Center 130

NobelBiz

JANUARY 28, 2025

Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base. Average Speed of Answer (ASA) : How quickly are calls being answered?

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

InMoment XI

DECEMBER 13, 2024

Customer Experience Customer Experience (CX) dashboards focus on the customers interaction with the call center. They monitor customer experience KPIs like Net Promoter Score (NPS), Customer Effort Score (CES), and resolution time. Operational Operational dashboards highlight the health and efficiency of regular call center activities.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

rethinkCX

JUNE 12, 2024

Net Promoter Score (NPS) : NPS measures the likelihood of customers to recommend the company's products or services to others. Related Read: Exploring Insights: What is CSAT & NPS? Abandonment Rate : Abandonment rate measures the percentage of callers who hang up or abandon the call before reaching an agent.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52

rethinkCX

JUNE 12, 2024

Net Promoter Score (NPS) : NPS measures the likelihood of customers to recommend the company's products or services to others. Related Read: Exploring Insights: What is CSAT & NPS? Abandonment Rate : Abandonment rate measures the percentage of callers who hang up or abandon the call before reaching an agent.

Call Center 52

Call Center Management Abandon Rate First Call Resolution 52