CSM Magazine

OCTOBER 15, 2018

Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels. Add ‘travel time’ into schedules – in a bid to save time, managers often take.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Fonolo

MARCH 4, 2020

Keeping talent motivated and inspired is top of mind for Sidhu, who as a result encourages supplementing the education of ADP employees, whether that’s CSPN training, CPA training certification, or accounting certification (among others). Top related content: How to Reduce Hold Time in Your Call Center. And it’s working. About CSPN.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

Keeping talent motivated and inspired is top of mind for Sidhu, who as a result encourages supplementing the education of ADP employees, whether that’s CSPN training, CPA training certification, or accounting certification (among others). Handpicked related content: How to Eliminate Hold Time in Your Call Center. And it’s working.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Taylor Reach Group

AUGUST 23, 2017

Talk time. Warp time. Hold time. Average talk time. Average hold time. Average handle time. All of the above metrics can inform the Team Leader and other management how an individual is performing. The Workforce Manager. Schedule Adherence. Quality/Compliance score.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66