Article Average Handle Time Schedule adherence Service level 
Playvox
NOVEMBER 1, 2022
Even if you do have one, now is a good time to revisit it and make sure it covers everything it should. Related Article: 5 Ways Contact Center Managers Are Adapting to Remote Work. If you’re not offering remote work arrangements or are planning to bring agents back to an office this year, it might be time to reconsider.
ViiBE Blog
APRIL 28, 2021
This article will teach you how to measure an agent’s performance and other important customer service metrics. Here are the five KPIs that we will focus on: Average Handle Time. These three factors are then averaged by the total number of calls to find the AHT. Average Speed of Answer.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.
Playvox
JULY 14, 2023
Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Are agents working on what they are scheduled to do? How accurate is your forecast to actuals?
Playvox
AUGUST 25, 2022
Another person may not adhere to scheduled breaks or lunches. All these singular actions can negatively impact service level metrics and the customer experience. There are a couple of different ways to help customer service agents understand the ways each of them can positively or negatively impact service levels.
Customer Service Life
FEBRUARY 28, 2023
Image by Gerd Altmann from Pixabay This article was originally published on CustomerThink and is being republished with the permission of the editor. I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process.
Playvox
JUNE 22, 2023
Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.
Expert insights. Personalized for you.
74 
Let's personalize your content