Abandon Rate eBook Metrics Survey 
Playvox
NOVEMBER 1, 2022
Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Remote work is a benefit that’s highly important to customer service agents. Why bring agents back when even managers are satisfied with it?
Playvox
JUNE 22, 2023
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Responsetek
MAY 8, 2018
By having the management team engaged, they will be able to monitor and track metrics from the CEM program and this, in turn, will allow them to do their job much more effectively. This metric is most meaningful to call centres as it is an essential customer-facing productivity indicator, critical to driving customer satisfaction.
Qualtrics
FEBRUARY 4, 2021
You can send out IT surveys to ask these questions. You’ll need to identify and benchmark some key performance indicators (KPIs) and key metrics to measure how your IT strategy performs over time. These can include: Service level indicators: e.g. number of calls to your help desk, call abandonment rate. Download Ebook.
Comm100
MARCH 28, 2018
The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Abandon Rate: Percentage of contacts that are lost before they can be answered. Transfer Rate: Percentage of contacts that have to be transferred to another agent. Hold Time: Time used up when customers are on hold.
Expert insights. Personalized for you.
74 
Let's personalize your content