Remove Call Center Solutions Remove First Call Resolution Remove Net Promoter Score
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How to evaluate a call center agent’s performance?

ViiBE Blog

The center’s total call volume and the number of staff present at any time will affect this KPI. First call resolution rate. Another KPI is the first call resolution rate. This measures how many customer issues are resolved within the first call to the center.

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How will Visual Engagement Impact Your Contact Center? The KPI Deep Dive

TechSee

Customer Service KPI #1 – NPS (Net Promoter Score). If you follow the link at the end of each paragraph, you can download the complete guide for each of the KPIs, including an in-depth analysis, tips and real statistics about the impact visual engagement has on each of them.