Monet Software

JANUARY 6, 2020

Plan for too few and service levels degrade as agents become overwhelmed. This enables managers to view workforce metrics over time to guide their scheduling efforts. With a high-performance WFM system, call center managers can track average handle times, shrinkage, and other call center metrics throughout the year.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Callminer

MARCH 9, 2020

One approach is to just plug everything into your WFM software and let it provide you with the number of schedules requested to try to meet the service levels consistently. Early results are good, and we are thinking of offering it to others to fit gaps in service levels.” Generally, WFM tools do a good job here.

Best practices 182

Best practices Call Center Analytics Metrics 182

Monet Software

DECEMBER 12, 2019

Historical data about call volumes, average handle times (AHT) and service-level achievement help determine how many FTEs are required to meet expectations. There are many factors to take into account and various tricks and techniques to apply, far more than can be discussed in a single blog post.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71