NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Responsetek

MAY 8, 2018

Working with our CEM platform, our insurance clients typically see an average improvement in NPS® (satisifaction score) of 12.0 PTS within the first 12 months of program launch. Create a reporting framework for the continuous monitoring of customer experiences, enabling consistent customer satisfaction.

CEM 40

CEM Strategy Insurance Abandon Rate 40

NobelBiz

AUGUST 11, 2022

Reports can be created to track performance across all of these channels. 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. Internal tasks can even be prioritized above incoming channels.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

Pointillist

JANUARY 25, 2019

It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. Net Promoter Score (NPS) Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction. Also, you can also assess whether call lengths are excessive and causing unwanted busy tones for customers.

Call Center 75

Call Center Metrics Effort Score Abandon Rate 75