3 Reasons Your Call Center is Missing Benchmarks
Benchmarking is the best way to understand how your call center's performance measures up to your...
Tag: KPIs
How to Evaluate Call Center Agent Performance
There's always room for improvement! Here is a guide to conducting impactful agent evaluations while boosting...
How to Calculate Cost per Contact in the Call Center
How much does a customer interaction cost your call center? We explain how to calculate cost...
The Importance of First Call Resolution in the Call Center
First Call Resolution (FCR) is one of the most widely used KPIs for call centers. Learn...
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Why is Occupancy Rate So Important in the Call Center?
Occupancy Rate is one of the most widely used metrics in the call center industry. But...
Help Your Agents Improve Their First Call Resolution with These 9 Tips
A low FCR rate is often associated with poor agent performance. Empower your agents and improve...
6 Essential Tips to Increase a Low CSAT Score
Concerned about your customer satisfaction levels? We have the remedy — check out these 6 actionable...
A Guide to Average Speed of Answer (ASA) in the Call Center
Running an effective call center is all about resolving customer issues in a timely fashion. One...