Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. Absence requests – Let agents self-serve for all types of leave requests.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

APRIL 6, 2023

Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. Essentially, you are spending money on labor you don’t need.

Management 54

Management Contact Center Best practices Agent burnout 54

NobelBiz

MARCH 6, 2023

And it perfectly suits our topic for this article. In this article, we will define predictive dialers, enumerate their different use cases, and provide a step-by-step guide to set up your predictive dialing campaign successfully. This ensures that customers are connected to the right agent. What is Predictive Dialer Software?

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. There are plenty of metrics and KPIs you can track to gain useful insight into your contact center operations.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Playvox

APRIL 27, 2023

Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? Agents won’t burn out trying to channel jump to satisfy needs. Remember to keep it focused on key metrics.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Babelforce

JULY 29, 2021

So which metrics are the most useful? Talk time is a simple metric; it’s the total time agents spend dealing with callers. AHT is the average time it takes agents to handle a call, from when they pick up to when they finish after call work. 3 Call abandonment rate. 10 Call transfer rate (CTR).

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52