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Remove Abandon Call Remove Customer Care Remove Schedule adherence Remove Service level
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KPI 101: Call Center Workforce Management Metrics

Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Abandon rate = calls abandoned รท (calls abandoned + calls answered). Cumulative service level. Agent status.

call center workforce 62
call center workforce Metrics Call Center Management 62
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