Call Center Metrics

Call center quality assurance metrics are key performance indicators that measure agent effectiveness, customer satisfaction, and operational efficiency in contact centers. Tracking these me...

[BlueAlert] TL;DR Customer dissatisfaction analysis helps you understand why customers are unhappy with your service. You analyze DSAT scores, identify patterns, and fix root causes. This ...

[blog_summary_shortcode] Today’s customers reach out via calls, chats, emails, social media and more, making it hard to see the big picture. Only a handful of interactions get reviewed...

Have you ever dialed a customer support number and been instantly connected to the exact person you needed?  That’s the essence of call routing—a streamlined method that directs callers t...

Think of your call center. You’ve got the headsets, the software, and the agents lined up.  Your goal is to connect with customers fast and solve their problems. But what if a chunk of yo...

In an era where every second counts, few things frustrate customers more than long hold times.  According to research, the average person may spend up to 43 days of their life on hold.  ...

Call centers have become pivotal in shaping customer perceptions and building loyalty in the modern customer-centric landscape.  Every interaction—be it a complex inquiry resolved through...

Why Your Call Center Isn’t Truly Done When the Call Ends Most people think the job’s done when the customer hangs up. But for agents, that’s when the real grind kicks in. Every call...

Landline phones are a relic from a bygone era.  There was a time when they used to be the heart of the home and business.  With the advancement of Internet technology, traditional desk...

Average Handle Time (AHT) is a key factor in how your call center plays a part in the success or failure of your support people. If you're doing everything right on the first contact, th...

It was the third time this month a long-time customer was left on hold for over 20 minutes while trying to resolve a billing issue. Frustrated, they eventually hung up, feeling ignored an...

[blog_summary_shortcode] On this guide: What is the first call resolution (FCR)? What is a good FCR rate? How do you measure first call resolution? Why does the first call r...

Are your customers receiving the right service? Do your customer service reps have the knowledge and skills to solve customers’ queries?  Are you providing better support than your compet...