Category Call Center Metrics

Jun 14, 2024

Average Hold Time: All You Wanted To Ask About It

Call Center Insights and Best Practices Blog - Voiptime Cloud

There are dozens of call center metrics to track, and they relate to different aspects of call center operations and functioning of your department. Nevertheless, some of those call center metrics are a little bit more important than other, at least ...

Jun 14, 2024

Author: Eugene Siuch

Customer Experience Trends for 2025

As 2024 is slowly coming to an end, it's time to take stock and evaluate what we can expect in the future. The VoIPTime team, which develops and implements CRM systems, contact center solutions, and AI-based solutions, given its many years of experie...

Jun 12, 2024

Author: Eugene Siuch

Customer Journey Mapping: Complete Tutorial with Useful Tips

Some fundamental things make the sales process more manageable and let managers understand customer behavior, expectations, and trends. Successful enterprises try to understand and foresee every step of their prospective customers. To tell the truth,...

Apr 18, 2024

Author: Eugene Siuch

CSAT Questions: Measure Customer Satisfaction Properly

Customer satisfaction is one of the most important customer service metrics to track - it’s an axiom. Customer satisfaction allows you to understand how satisfied customers are with your products and services, and it can be measured for every one o...

Feb 12, 2024

Author: Eugene Siuch

Customer Engagement: Complete Guide for Call Center Executives

Customer engagement is an aspect of customer-to-brand relationships that is less popular to discuss than well-known customer satisfaction or customer experience (as a concept). Most businesses focus on improving those two factors of customer experien...

Feb 08, 2024

Author: Eugene Siuch

Customer Satisfaction: All You Wanted to Ask

One of the most discussed and well-known concepts in customer service is customer satisfaction (CSAT). Why is customer satisfaction so important? Most companies, when it comes to measuring customer experience or customer sentiment about their service...

Jan 23, 2024

Author: Eugene Siuch

How to Decrease Call Escalation in Call Center?

Some other call center experts call such guides as “how to avoid escalation calls”, but this is not a very precise definition just because you can’t fully avoid call escalation. Angry customers are an integral part of any call center, but the g...

Jan 19, 2024

Author: Eugene Siuch

How to Develop Effective Customer Experience Strategy

In the vortex of information, both important and other, it’s still possible to heed the signals regarding customer experience.

Jan 10, 2024

Author: Eugene Siuch

Call Center Customer Lifecycle Management

What makes business stable and successful? Numerous factors influence the overall success of the company, but the main one is how you work with customer data. Every conversion and touchpoint is an irreplaceable source of information about customer pe...

Dec 08, 2023

Author: Eugene Siuch

Reduce Call Center Average Wait Time To Profit Today

It’s presumed to think that average handle time is the top-notch metric for your call center. There're many claims over the internet that each customer service representative screwed up unless the average waiting time on picking up the phone is 20 ...

See how you can improve customer service
with our call center solution

We use cookies to offer you a better browsing experience, analyse site traffic, personalize content, and serve targeted advertisements. Read about how we use cookies in our Privacy Notice.