COPC

APRIL 19, 2023

When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. If you manage a sales organization, your scorecards wouldn’t be complete without conversion metrics. Agent-Level Scorecards Keep agent-level scorecards focused on agent-level metrics.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

CX Accelerator

DECEMBER 31, 2018

Best Practice: I worked with a client of mine a few years ago on a very intriguing project. one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Fonolo

DECEMBER 9, 2021

5 best practices for effective agent evaluation. Before we get into the details of the Agent Performance Scorecard, there are some best practices for agent evaluation that you should keep in mind: 1. Schedule adherence. . Always maintain a positive attitude during an agent review. Average hold time.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Call Design

SEPTEMBER 2, 2021

Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. How we understand our agents often comes from our KPIs and their metrics. Pulse surveys are a great way to get that feedback. Making sure we know exactly when the interactions are coming in and what our agents are doing.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

3CLogic

NOVEMBER 10, 2021

Low-quality feedback from supervisors. Metric standards that don’t make sense. Go Beyond Metrics To Offer Individualized Coaching. There are a number of reasons. According to a report from research-driven AI company ASAPP , the primary reasons for contact center attrition are: Inadequate training. Rude or aggressive customers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities. Supports regulatory compliance.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Noble Systems

SEPTEMBER 29, 2020

At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month.

Management 86

Management Gamification Quality management Schedule adherence 86

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities. Supports regulatory compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Talkdesk

JULY 16, 2019

Contact center agents may also take issue with the performance metrics being used to assess them. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43