Calibration, Metrics, Schedule adherence and Wait times

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

Workforce Optimization: What It is and Why You Need It

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching

Coaching Contact Center Quality management Schedule adherence

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Workforce Optimization: What It is and Why You Need It

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