Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. That adds up to 40+ days on hold for every person over the course of a lifetime!

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. That adds up to 40+ days on hold for every person over the course of a lifetime!

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

InMoment XI

DECEMBER 13, 2024

These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time. Financial Financial dashboards help finance teams understand the impact of call center activities on business outcomes. Call transcription tools record calls in textual format for easier analysis.

Call Center 195

Call Center Contact Center Social Media Effort Score 195