Remove Abandon Rate Remove First Call Resolution Remove Net Promoter Score Remove Wait Times
article thumbnail

What Is Call Center Reporting & How Does It Work?

NobelBiz

These metrics are carefully chosen to cover every facet of call center performance, ensuring that businesses have the insights needed to enhance customer satisfaction, boost agent productivity, and streamline operations, all while driving towards overarching success. You will be alerted every time your criteria are met.

article thumbnail

How Cloud Based Contact Center Solutions Increase Flexibility and Agent Productivity?

NobelBiz

Of course, this translates into better cost-per-minute rates, better coverage, and faster resolutions when it comes to downtimes or any other infrastructure-related issue. As a matter of fact, NobelBiz scores one of the highest First Call Resolutions in the entire industry.

article thumbnail

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

The second approach produces a more accurate FCR since it excludes repeat calls. Net Promoter Score (NPS) Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction. This can help drive down other critical metrics—including response times and abandonment rates.