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Evaluate Agent Performance like a Pro with this Contact Center Score Card 

Fonolo

DECEMBER 9, 2021

All contact center managers know that the job entails so much more than just scheduling a team and watching them work. Managers act as the team’s support system, training resource, knowledge bank, and biggest motivator. Average handle time (AHT). The average amount of time it takes for an agent to resolve a call.

Contact Center 81
Contact Center Schedule adherence Abandon rate Average Handle Time 81
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How To Be An Effective Manager

Contact Center Geek

MARCH 22, 2019

She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. At the time, I was running a customer service and sales call center for a large national bank. She graduates from training and is soon getting recognition for being a top performer.

Management 48
Management Coaching Contact Center Schedule adherence 48
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