Call Center Metrics

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...

First Call Resolution, or FCR, is a practice in call centers that strives to answer the phone and resolve your issue while you are still on the first call. In a high-quality call center e...

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...