Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. The ROI of Call-Backs for Your Call Center. Remote work.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Noble Systems

AUGUST 1, 2019

Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and services, adhere to changing compliance regulations, all while being continuously monitored and timed. Decline in productivity.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Babelforce

FEBRUARY 23, 2022

However, this is a little contentious, as the planning team impacts utilization rates much more agents. After all, it is not the agent who designs their schedule. Calculate schedule adherence with this simple equation: To highlight how this formula works, consider the following four-hour (240 minutes) shift.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

Fonolo

NOVEMBER 3, 2015

In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52