Playvox

NOVEMBER 1, 2022

According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. phone or digital), and are they taking breaks at the most optimal times to maintain service levels.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

FEBRUARY 10, 2021

Because most of the time, your call center system automatically collects and funnels it to your reporting engine. Your hold times, your service levels, and your abandon rates all fall into this category. So, metrics like average handle time can fall into both buckets.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Do you have the right technology in place to measure and support optimal CX, a hybrid workforce, and omnichannel support? Are your customers happy? How do you know? ​​How

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52