Abandon rate, Average Handle Time, Morale and Schedule adherence

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

Abandon rate

Average Handle Time

Morale

Schedule adherence

How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Are agents working on what they are scheduled to do? How accurate is your forecast to actuals?

Contact Center

Contact Center Coaching Schedule adherence Abandon rate

Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World

Monet Software

JULY 30, 2019

You might want to look at Average Speed to Answer (ASA) and Abandonment Rate (AR) along with SLAs. Abandonment Rate: Abandon rate represents the percentage of calls that are dropped by customers before they speak to an agent. Tip: Long hold times are usually the root cause of high abandon rates.

Call Center

Call Center Metrics Abandon rate Schedule adherence

Webinars

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

Customer Contact Central

How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World

Webinars

Stay Connected