Fonolo

MAY 30, 2023

Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Successful and high-performing agents can be assigned critical or complex tasks. You know where this leads!

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Uniphore

JANUARY 14, 2022

Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. Robert Padron EVP, Chief Growth Officer at Arise.

Customer Experience 52

Customer Experience Agent Empowerment Analytics Best practices 52

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. In return, the customer experience will improve and the agent frustration will be reduced.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). Look to your historical data and reports to find metrics to input into the calculator fields.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

JUNE 24, 2020

Download Now: Learn the 9 ways a better agent experience is good for business. You crack down on metrics to drive up agent performance, but KPIs don’t budge. You monitor interactions to see where agents need help, but your performance plans don’t get them back on track. What gives?

Management 128

Management Customer Service Agent Empowerment Contact Center 128

Talkdesk

MARCH 2, 2018

By succumbing to some common challenges, today’s organizations turn the already difficult task of agent performance into an utterly impossible one. Unclear and inconsistent metrics. They require metrics. Not simply a way to help agents “track” their behavior, metrics should establish a hierarchy of value.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40

SharpenCX

OCTOBER 29, 2019

Are you putting too much pressure on your agents to move a host of KPIs? Or do you go easy when it comes to call center reporting metrics? Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. The answer lies in your agent-focused metrics.

Metrics 64

Metrics Call Center Customer Service Coaching 64