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. Employees who use it report having a better work-life balance and improved morale.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

NOVEMBER 3, 2020

And, as you map out each goal, assign relevant metrics to help agents understand progress toward those goals. Without metrics in place to measure progress, your team won’t get a clear picture of how their hard work translates to better results and outcomes. Read Next] How agent empowerment impacts customer service.

Call Center 67

Call Center Agent Empowerment Management Coaching 67

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

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Virtual Employee Assistants (VEA) – or digital buddies – have been tapped as an effective solution to help contact centers both support and motivate their agents.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104