Abandon Rate, ROI, Self Service and Wait Times

Top Call Center Efficiency Metrics And How To Improve Them

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Three Ways To Improve Call Initiation Metrics Increase the number of agents available for inbound calls during peak times to provide faster call center support to customers.

Call Center

Call Center Metrics Contact Center Net Promoter Score

Surveying Your Customers for NPS or Feedback? Consider these critical questions to ask a prospective vendor.

Waypoint Group

APRIL 13, 2022

Are they speaking about tactics like bounce or abandon rate, number of responses, or acquiring Net Promoter Score? And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? What processes do you need in place to make the technology produce those results?

NPS

NPS Survey Feedback Net Promoter Score

Customer Experience Update

Top Call Center Efficiency Metrics And How To Improve Them

Surveying Your Customers for NPS or Feedback? Consider these critical questions to ask a prospective vendor.

Webinars

Stay Connected