Remove Abandon Call Remove Call Center Remove call center workforce Remove Service level
article thumbnail

KPI 101: Call Center Workforce Management Metrics

Global Response

Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Call center KPIs are chosen to measure progress toward the goals of each brand, and selection is customized to fit each unique set of objectives.

article thumbnail

Merlang: Erlang C’s Sexy Younger Brother

Pipkins

So why are the problematic mathematical assumptions of the outdated Erlang C formula built into your call center’s workforce management software? Optimize Your Call Center With Pipkins. A Modern Formula For Modern Call Centers. Correct modeling of abandon rates. Request A Pipkins Demo Today.