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 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). The 4 Most Important Call Center Agent Performance Metrics 1. As with many of these call center metrics, CES is a good indicator, but rife with nuance.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Monitor agent calls for coaching opportunities.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

OctopusTech

MARCH 1, 2023

Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important. That can lead to data overload and the really important metrics can get lost in the shuffle. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Monitor agent calls for coaching opportunities.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. First Contact Resolution. The ASA in this instance is 1.5

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Dialer 360

NOVEMBER 16, 2018

What Is A Call Center Service Level? If it used as a call center metric service level measure with a percentage. For instance, the service level of 95% would achieve 9/10 calls; answers established a time limit. The flexibility if the call center needs more or fewer reps at a particular time.

Service level 23

Service level Contact Center Schedule adherence Call Center 23