Tag Archives: call-center-report

4 MORE Call Center Reports Worth Your Time

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4 MORE Call Center Reports Worth Your TimeLast month we shared 4 Call Center Reports Worth Your Time. Hope you’ve read them all because here comes the next batch!  A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. As always, we’re grateful to the authors (and sponsors that back them) for the hard work that goes in to producing this content.

The last batch of reports were broad-based in their coverage. The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service.

 

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4 Call Center Reports Worth Your Time

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4 Call Center Reports Worth Your TimeOne of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers.

The vast number of companies doing “content marketing” means there is a lot of material out there. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time. We’d like to express how grateful we are to the authors (and sponsors that back them) for the hard work that goes in to producing this content. They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more.

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Call Center Metrics: 4 Pitfalls You Need to Avoid [Whitepaper]

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Call Center Metrics 4 Pitfalls You Need to AvoidMeasuring and improving call center metrics can be a pain point for executives. Your call center operates in a stressful environment where good quality metrics lead to a higher standard of customer service.

There are 4 call center metrics that are critical to track and get right. These numbers drive your budget, the jobs of your agents and, of course, your company’s bottom line. Here are common mistakes made when measuring or interpreting these 4 popular contact center metrics: Occupancy Rate, Average Handle Time, Service Levels, and Abandonment Rate. Continue reading →