The Complete Guide to Call Center Management


Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Optimize Your Call Center Layout with These 5 Tips


Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. The physical environment in your call center can be just as impactful as the technology you use. Why is a workplace layout important for call centers?


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How to Create a Call Center Performance Report


Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). The Executive Guide to Improving 6 Call Center Metrics.

Your All-in-One Guide to Call Center Workforce Optimization


From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Industry Report: State of the Contact Center 2022.

21 Call Center KPIs for Complete Performance Visibility


But every so often you should do yourself a big favor and shake up the call center KPIs your measure. 21 essential call center KPIs. #1 Talk time is a simple metric; it’s the total time agents spend dealing with callers. 3 Call abandonment rate.

The 10 Essential Call Center Metrics You Can’t Live Without


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. Top Ten Call Center Metrics. #1

How to Calculate Occupancy Rate in a Call Center


In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization rate.”. You might think a simpler measurement like “call per hour” would answer this same question. But as is often the case with call centers, things get complicated quickly.

7 Proven Ways to Manage Contact Center Agent Staffing Shortages


If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. unemployment rate was 5.4% Similarly, the UK and Canada have not yet returned to pre-pandemic unemployment rates. Increased abandon rates.

What is an ACD? The Basics of Automatic Call Distribution

Noble Systems

The Basics of Automatic Call Distribution. An automated call distribution system, commonly known as automatic call distributor (ACD) , is a telephony device that answers incoming calls and distributes them within an organization. 6 common strategies for call distribution.