Top 10 call center KPIs to improve CX in 2023
What's this blog post about?
The article discusses the top 10 key performance indicators (KPIs) for call centers to improve customer experience in 2023, including Average Handle Time, First Call Resolution, Active Contact Resolution, Percentage of Calls Blocked, First Response Time, Average Call Abandonment Rate, Net Promoter Score, Cost per Call, Agent Turnover Rate, and Adherence to Schedule. It also provides insights on how to improve these KPIs and emphasizes the importance of tracking and monitoring them for better customer service and efficient call center operations.
Company
Bandwidth
Date published
Sept. 8, 2023
Author(s)
Anagha Ravi
Word count
2060
Hacker News points
None found.
Language
English