Taylor Reach Group

JANUARY 11, 2018

The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. None of these metrics speak to the quality of the interaction.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

SharpenCX

FEBRUARY 24, 2021

Then, use data to keep agents informed on their progress and how their metrics impact the customer service experience. How to use performance data for proactive service: Choose three core metrics to measure for the quarter, and share those metrics with your agents. Pinpoint metrics you can measure frequently.

Call Center 67

Call Center Customer Service Coaching Metrics 67

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Because ultimately, we all face some level of workplace stress. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. Stress stress stress!

Call Center 76

Call Center Morale Metrics Abandon rate 76