Abandon rate, Employee engagement, Multichannel and Service level

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

Abandon rate

Employee engagement

Multichannel

Service level

How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

JULY 14, 2023

phone or digital), and are they taking breaks at the most optimal times to maintain service levels. Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? What is the occupancy rate? This measurement examines how busy your agents are.

Contact Center

Contact Center Coaching Schedule adherence Abandon rate

10 Effective Ways to Reduce Costs in Your BPO Contact Center

Hodusoft

OCTOBER 19, 2023

Metrics such as average handling times ( AHT ), call abandonment rates, and customer satisfaction rates can be used to determine the areas that require improvement, ultimately leading to cost reductions. Read Also: Why BPO Companies Must Adopt Multichannel Customer Support Center 6.

Contact Center

Contact Center Interactive Voice Response Contact center software Self service

Customer Contact Central

How to Measure Contact Center Agent Productivity and Five Ways to Boost It

10 Effective Ways to Reduce Costs in Your BPO Contact Center

Stay Connected