Remove Average Handle Time Remove Blog Remove Employee engagement Remove Service level
article thumbnail

Schedule like a Boss

Monet Software

An optimal schedule is cost-efficient and good for the bottom line, but it can also be a core part of the employee engagement strategy, if you follow a few simple tips. #1 Assigning peak periods to your most capable and experienced agents is a great way to get through crunch time with aplomb. 1 Start with Data.

article thumbnail

Top 5 Call Center Reporting Methods to Follow

Expivia

Handled calls : How many of the incoming calls were answered? Average handle time : What was the average handle time for the center (from call start to post-call memos)? Service level : How many calls were handled at a given time? Skills : What skills were needed that day?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Call Center Workforce Management 101

Expivia

Average Handle Time. The handle time starts when the call hits the queue and ends when the agent wraps up the memo. Knowing your call center’s average handle time is crucial to running an effective contact center. Answer Time and Service Level. Everything in between counts.

article thumbnail

10 Effective Ways to Reduce Costs in Your BPO Contact Center

Hodusoft

Businesses in today’s highly competitive industry, looking for the best strategies that they can implement to reduce costs while maintaining the quality of their service. In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs.

article thumbnail

Is Good Customer Service Dead?

Expivia

But if you become too efficient, your customer service levels suffer. Handling more calls in a short period of time results in irritated customers and overworked agents. While average handle time, the time in queue, and the sale success rate are still important. Especially in a call center.

article thumbnail

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Employee engagement. Intraday management. Schedule changes. as necessary.

article thumbnail

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Once those areas are identified, you can adjust agents’ shifts, moving around shift times, breaks, lunches, etc. Employee engagement. Intraday management. Schedule changes. as necessary.