Occupancy Rate: The Complete Guide
When it comes to demystifying call center metrics, 'occupancy rate' shouldn't be forgotten. Occupancy rate is...
Tag: KPIs
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CX4Now: Contact Center KPIs that Matter
Do Traditional Contact Center KPIs Still Matter? KPIs monitor just about everything that happens in a...
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...
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...
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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...
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...
Medical Call Centers Can’t Afford to Ignore These 5 Metrics
Over the past year, the medical field has been facing one of its greatest tests in...