Customer satisfaction, also known as CSat, is a measure of how satisfied customers are with the products or services offered by a company. It is
Do you know your DTMF IVRs from your ACDs? Or your conformance rates from your utilization rates? There’s a lot of terminology to get your
In this post: Call centers measure many KPIs (key performance indicators) to help them understand how well they are handling customer interactions and identify opportunities
In this post: Automated outbound calling software is often used in outbound contact centers to improve the outbound calling process. This not only boosts overall
The average American spends 43 days of their life waiting on hold. That breaks down to 10 to 20 minutes per week! To make matters
Your call center probably uses a dashboard (or several) to track various performance metrics. But is your dashboard really making a difference to your teams’
In this post: Call center interval reports are small “snapshots” of performance data measuring call center activity for any given period. Since call centers measure
In this post: · Why do Contact Centers Measure Utilization? · How to Calculate Occupancy · How does Utilization Differ from Occupancy?
In this post: What is revenue per call? How to calculate revenue per call? How to use revenue per call How to improve revenue per
In this post: Why does schedule adherence matter? How is schedule adherence calculated? Four ways to manage and improve schedule adherence Call center schedule adherence
