Babelforce

FEBRUARY 23, 2022

These include paid breaks, restroom visits, and coaching sessions. To inform shrinkage calculations, which are crucial for effective scheduling. As such, the metric is a crucial consideration for the planning team. Many will even set targets as they create schedules to drive efficiency and optimize costs.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 52

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. Ensuring that employees can be a part of managing their schedule has big benefits.

Self service 85

Self service Management Coaching Contact Center 85

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. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

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