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KPI 101: Call Center Workforce Management Metrics

Global Response

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. There are KPIs that may be considered basic to the contact center. Abandon rate. The inverse of the answer rate. They should be timely and actionable.

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Will the CFO “Buy” Your SMB Contact Center Budget?

Monet Software

Top tips for using call center analytics and reporting to make the case for your spending forecast. The contact center budgeting process is never easy. That’s why we created The Ultimate Guide to Budgeting for Your Call Center !) Have more questions about call center budgeting and approval?

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Optimize Your Call Center Layout with These 5 Tips

Fonolo

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

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Merlang: Erlang C’s Sexy Younger Brother

Pipkins

In your contact center, do people ever just hang up? If you are like me, then you realize that queues are not infinitely long and that callers can and will abandon the queue when they grow tired of waiting for a representative. Correct modeling of abandon rates. Calls handled can become a service-level type.

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An Easy Approach to Managing Contact Center Peak Times [Slideshare]

Fonolo

Almost every center experiences them, and most don’t know how to handle the volume without adding more agents. Every contact center is different, which means that peak times can take on various forms. Webinar] How to Successfully Handle Call Volume During Peak Times. We’ll talk about: Managing Spikes in Call Volume.

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Call Center Optimization: Best Practices & Strategies

JustCall

Large companies usually have call centers to: Provide help to customers Answer their questions Carry out marketing through the phone Perform market research But each of these jobs has changed a lot in the past few years, making the contact center possible. How does Call Center Optimization help the Customer Experience?

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What Is Call Center Forecasting (and How to Increase Your Forecast Accuracy)

Babelforce

Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume over a set period of time. To increase forecast accuracy, use Excel and Workforce Management software. Workforce management software (WFM). Average handle times.