NobelBiz

FEBRUARY 27, 2024

First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call. A high FCR rate is often correlated with higher customer satisfaction, as it reflects efficiency and effectiveness in handling customer inquiries.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Playvox

JUNE 22, 2023

Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents. KPIs or call center metrics vary from organization to organization, and different areas of the business require their own sets of KPIs or measurements. Why do metrics matter?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

APRIL 5, 2022

The foundation of contact center success is attracting and retaining skilled and motivated employees while giving them opportunities to grow with the company. After all, the employee experience drives the customer experience. High scores on key metrics are the first measures of a high performance contact center.

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77