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The Incredible Impact of Real-Time Guidance

  • This table shows how to calculate call abandonment rate in excel. Column A shows the date, Column B shows the number of calls, Column C shows the number of abandoned calls, and Column D shows the overall abandonment rate as a percentage.

    What Is Abandonment Rate in a Call Center? A Complete Guide

    You’re doing everything right — or so it seems. But your queue is full, your agents are overloaded, and customers are vanishing before they ever speak to a human. What’s going on? You may have an abandonment rate problem. Call abandonment rate in a call center measures the percentage of inbound calls that disconnect before…

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  • Defining your net promoter score is the first step in improving NPS in your call center. The formula for measuring NPS is the percent of promoters minus the percent of detractors.

    8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center

    If you want loyal customers, you need more than fast answers — you need meaningful experiences. That’s what Net Promoter Score (NPS) is all about. NPS measures how likely a customer is to recommend your business to others. It’s a simple, powerful indicator of customer loyalty — and when tracked in a contact center, it…

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  • This table shows first contact resolution (FCR) in relation to customer service metrics like AHT, CSAT, Resolution Time, Contact Rate, Agent Utilization, and CES.

    How to Measure and Improve First Contact Resolution (FCR) in Your Contact Center

    When a customer reaches out for help, one thing matters most: getting it right the first time.  First Contact Resolution (FCR) is the percentage of customer issues resolved during the initial interaction, with no need for a follow-up, escalation, or repeat contact. The FCR formula is: FCR = (Issues Resolved on First Contact / Total…

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  • What is ACW in a call center? Simply, ACW refers to the tasks that a contact center agent completes after finishing a customer interaction, including but not limited to: logging case notes or outcomes, updating customer records, tagging call type or reason, and sending follow-ups or alerts.

    What Does After-Call Work (ACW) Mean in a Call Center?

    Your agents might be off the phone, but they’re not off the clock. The meaning of after-call work (ACW) in a call center refers to the tasks agents complete immediately after a customer interaction, like updating the CRM, tagging the call type, or scheduling follow-ups.  It’s not just admin overhead: ACW directly impacts average handle…

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