AI Voice Agent ROI: A Simple Formula and Worked Example
Calculate AI voice agent ROI for a human-first contact centre: the inputs, a formula, a worked example with hypothetical numbers and common…
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Tag: Call centre KPIs
Chat Support KPIs: What to Measure for WhatsApp and Web Chat
The chat support KPIs that matter: first response time, response time percentiles, resolution time, concurrency, bot handover and sentiment, with targets.
After Call Work (ACW): Wrap Up Time and How to Reduce It
What after call work includes, how to measure ACW, how wrap-up and auto closure work in Voxdial, and practical ways to keep…
First Call Resolution (FCR): Formula and How to Improve It
First call resolution explained: the FCR formula, three ways to measure it, why calls are not resolved first time and practical ways…
Average Handle Time (AHT): Formula and How to Reduce It
What average handle time includes, the AHT formula with an example, how to read it per agent and queue, and six ways…
CSAT vs NPS: How to Run a Post Call Survey in a Call Centre
CSAT vs NPS explained: formulas, when to use each, and how to run a short post call survey by IVR, outbound voice…
Call Centre Glossary: 50 Terms and Abbreviations Explained
Call centre terminology in plain words, A to Z: ACD, AHT, ACW, ASA, barge, CSAT, FCR, IVR, occupancy, service level, wallboard, whisper…
Call Centre Agent Status Codes: States, Aux and Break Codes
Agent states explained: available, on call, wrap-up, break, paused and offline, with break reasons, auto closure and fair reporting on agent time.
Call Centre Reports: What to Check Daily, Weekly and Monthly
The call centre reports a manager needs: missed and abandoned calls daily, agent performance and IVR drop-offs weekly, trends and call reasons…
Call Centre Agent Training: A 2 to 3 Week Onboarding Plan
A practical call centre agent training plan: product and system lessons, call listening, shadowing, supervised live calls with whisper coaching, and refreshers.