You already track your team’s performance. But every so often you should do yourself a big favor and shake up the call center KPIs your
Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. However, it’s not quite
In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
Self-service support seems too good to be true. First, it saves you money (by helping customers to help themselves). Second, customers actually want to access
Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job. This metric will generally track factors including: Satisfaction with day-to-day
In this post: Why balancing AHT and service matters What is AHT? 14 tips to cut Average Handling Time #1 Improve your call routing #2
You know the basics: working on Customer Experience (CX) leads to more revenue, improved customer loyalty and cost savings. CX is so important that brands
Transferred calls aren’t always due to routing system failure – sending customers to other agents is sometimes unavoidable. But if your Call Transfer Rate (CTR)
True story: I was about to start an 18-hour multi-transfer plane journey when I noticed a suspicious transaction on my banking app. I contacted the
All e-commerce store owners want to provide outstanding service to their customers. But it’s hard to get anything done when answering requests takes up most