InMoment XI

DECEMBER 13, 2024

Types of Contact Center Dashboards Agent Performance Manager Customer Experience Operational Financial There are various types of dashboards to help businesses optimize contact center workflow. These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

TechSee

MARCH 12, 2019

When visual interaction – whether via image or video – is combined with automation, contact center workflows can be improved dramatically. These technologies can add significant value to contact center operations by enabling agents to route customer enquiries, interpret images and make use of visual decision support tools.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

NobelBiz

APRIL 18, 2023

Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Call Center Management Gamification 52